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Skype for Business Online Call Queues

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Occasional Contributor

Is it possible to with call queues to route calls to one person at a certain time say in the morning and then route the calls to another person in the afternoon?

 

We are setting SfB online telephony for one of our offices and their Reception want calls into the call queue to go to one receptionist in the morning and another one in the afternoon or is there another way of doing this?

2 Replies
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@Craig Taylor 

Messy setup, but possibly. Call Queues don't support business hours or holidays so you would have to use a primary Auto Attendant as a lead-in and then possibly branch off to a another AA for the "afternoon shift". Each of the AA's would then go to a dedicated CQ that has the desired users for moning/afternoon.

 

The call flow logic would be a bit messy and you would have to handle holidays and business hours appropriately for each AA involved. For instance, the only way to route the call in the afternoon is to have non-business hours or a holiday specified on the lead AA so that the call gets transferred to the "afternoon" AA.

 

All that being said, you may be better off just getting users to use the opt-in/opt-out functionality of a single Call Queue to avoid this complexity. When the AM shift goes to leave, they simply sign-out of the CQ and the afternoon person signs-in...voila.

 

https://aka.ms/cqsettings

 

There is no automatic way to accomplish that scenario, however, so it requires employees to be...*ahem*...cognizant of their job roles/duties. A bit of user training and you can keep the back-end complexity and call routing to a minimum.

 

HTH.

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Solution

@Trevor Miller Hi Trevor, that is what we have ended up going for. We are getting them disable/enable to queue when they have finished/started their shift.