Forum Discussion
Brainstorming a call flow using auto attendants and call queues
Hi,
Create four users: New York Reception, Chicago Reception, Cincinnati Reception, San Francisco Reception and enable them for Skype and assign your main number to that user. Sign in with those users to each reception phone. Set the setting "Unanswered calls will go to" to the Tier 2 call queue.
Then create a Call Queue for each location New York Tier 2, Chicago Tier 2, Cincinnati Tier 2 and San Francisco Tier 2. Add the Reception phone account for the other offices to that Call Queue.
Create a Voicemail user that you forward calls to if nobody answers the Tier 2 call.
Example for New York
1. Call comes in to New York reception and rings for 15 seconds
2. Call is forwarded to Call Queue New York Tier 2 and rings on Chicago, Cincinnati and San Francisco for a minute or two
3. If no answers within a minute call is forwarded to voicemail
An alternative is to create just one Tier 2 Call Queue. Then the first reception user will be able to take the call even after the first 15 seconds and you will only need one group since all reception phone users will be a call agent of that queue.
Example for New York
1. Call comes in to New York reception and rings for 15 seconds
2. Call is forwarded to Call Queue Tier 2 and rings on New York, Chicago, Cincinnati and San Francisco for a minute or two
3. If no answers within a minute call is forwarded to voicemail
Hello Linus,
I know it has been some time since you made this reply. I wanted to follow up on this and let you know that I initially thought this would work perfectly, but now that our organization is finally getting a chance to try this out, it seems we have hit a small challenge.
I've enabled the four user accounts as you've suggested, and signed into the Skype for Business client as those users. The challenge is in setting up the "Unanswered calls will go to" setting. I had originally hoped this could be set up to direct to the user object in our on prem Active Directory which was created to represent the corresponding call queue created in Skype for Business Online. However, it now appears that this is impossible, as this object cannot be selected under "New Number or Contact". In addition, we do not assign a phone number to call queues, as we do not expect them to be called directly (they are simply part of a call flow).
Let me know if this was confusing in any way, and I'll be happy to explain it a bit differently. I hope you can understand what I was trying to say here.
Do you have any suggestions? I suppose that assigning some throwaway number to the call queue may be our only option for this.