Call Routing to Agents more than once

Hi Talk PM ;-)

Derived from this

We need an option where it's possible to re-offer calls to agents that have once ignored or declined a call before the call gets the voicemail or gets disconnected when the voicemail is disabled.

The following needs to be taken into consideration:

Is the maximum queue size exceeded?

Yes = voicemail offered/ call disconnected if voicemail is disabled

No= call gets offered to available agents again and call back message repeated if enabled

Is max call wait time exceeded

Yes = voicemail offered/ call disconnected if voicemail is disabled

No= call gets offered to available agents again and call back message repeated if enabled

This an essential function to accommodate most EU call centers. No customer wants to be sent to voicemail or disconnected without an option to wait for an available agent or be offered callback.

Please vote up if you find this usefull.

#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io