OS1 Posted September 8, 2021 Report Share Posted September 8, 2021 Hello, If a queue routing strategy is set to Loose Skills, and a rule is set up that Callee ID = 456 - if someone dials 456 , it should go to the assigned agent. However, if ext 456 is associated with a callflow, what happens if the agent with the skill is not available to take the call? Does it follow the calllflow rules or does it go to next agent? Thanks, Link to comment Share on other sites More sharing options...
2600Hz Employees filipe Posted September 8, 2021 2600Hz Employees Report Share Posted September 8, 2021 Hi, so if the call has no skills that match it should route normally, to the first agent available Link to comment Share on other sites More sharing options...
2600Hz Employees filipe Posted September 8, 2021 2600Hz Employees Report Share Posted September 8, 2021 but check your question I'm not sure if that is what you are asking, can you elaborate more? Link to comment Share on other sites More sharing options...
2600Hz Employees Mark Magnusson Posted September 8, 2021 2600Hz Employees Report Share Posted September 8, 2021 Just to clarify, if you have a callflow that is assigned to 456 the call will route to that callflow. Skill based matching will only come into play if the call is routed to a skill based queue via a callflow. If 456 is the callflow of a non-queue entity the call will simply route there. Link to comment Share on other sites More sharing options...
Customers Dhruv Posted November 15, 2021 Customers Report Share Posted November 15, 2021 (edited) Hi @Izabell balash, Just a question- Can we ring all of the call center agents simultaneously? In other words ringing on multiple available agent's devices. For example a clinic would want the patients to be able to hear what line in the que they are. Thanks Dhruv Edited November 18, 2021 by Dhruv (see edit history) Link to comment Share on other sites More sharing options...
2600Hz Employees Mark Magnusson Posted November 18, 2021 2600Hz Employees Report Share Posted November 18, 2021 Ring all is possible, with limitations (iirc we support a max of 10 agents). However it's use is highly discouraged. Link to comment Share on other sites More sharing options...
Chuck Posted November 29, 2021 Report Share Posted November 29, 2021 Hi Mark, Thanks for the reply. Unfortunately we are trying to win a 25 seat opportunity and it involves replacing the existing call center product the customer is using and it currently rings all of the available agents simultaneously. Why is ringing all of the agents highly discouraged? What if there are only 3-5 agents? How do you set up the queue to be able to ring all the users. If we can demo this capability we can win the deal :-) Thanks, Chuck Link to comment Share on other sites More sharing options...
2600Hz Employees Mark Magnusson Posted December 6, 2021 2600Hz Employees Report Share Posted December 6, 2021 The primary problem with ring-all is that it is terribly inefficient. It is basically a ring group, however interestingly enough even more inefficient then just using ring groups. IIRC the current version of Callcenter Basic will allow you to set Ring All as an option. If you are using Pro or the option is not there then you must resort to using the API to set it. Link to comment Share on other sites More sharing options...
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