Jump to content

My ideal Agent Group

MarkW S7

Recommended Posts

Ok here's what I would love if possible:


Call comes into our AA. Caller presses whatever option that takes them to our support queue.The support queue has 5 accounts in it all ring simultaneously for the entire duration of the caller waiting in the queue. After a certain amount of time let us say 30 seconds, We would like it to include our on call techs' cell phones. So caller here's nice Agent group music with looping statement while all support handset ring and two cell phone are now able to answer. If no accounts or even the added cell's don't answer then the agent group fails out to a voice mail account.


Any ideas? I've been trying many different combination's with ring durations, hunt groups, etc.. This call flow would be used in my office so if it can't be done than it's "ok".

Link to comment
Share on other sites

to include cell phones will be in version 4.0 (option to include cell phone number of extension if its added to a hunt groups and another option to include cell phones in agent groups)


a temporarily / dirty workaround now is to create an extension and under registration in the bottom by add contact add the following



for example: sip:19789781234@;user=phone


now add that extension to the agent group (or in your case after 30 seconds it should include or ring that extension) and anytime that extensions rings, it will ring that cell number

the problem is that if the cell phones voice mail picks up, the PBX will assume the call is connected and the caller will be connected to that voice mail box

which in my eyes isn’t professional

Link to comment
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

  • Create New...