Round Robin is a type of call queue that evenly distributes incoming calls. This is common in situations such as a sales office where each sales agent needs to be given an equal call volume to fairly distribute potential sales. Tiered Round Robin follows the same principle, with the exception that agents are placed into tiered groups. Note that this is not a "ring all" call queue. Agents will be rung one at a time for the configured timeout. When a tier has been attempted, then the call will ring into agents in the next tier, and so on. If the queue reaches the last tier and no agent answers, then the caller will be sent to the extension or number that is configured in "Pre Queue Options" or "In Queue Options".
Note: Tiered Round Robin was introduced in Stratus V43.
Example Scenario
For instance, a call enters a Tiered Round Robin call queue that has been configured with a 10 second timeout. The longest idle agent in Tier 1 will be rung for ten seconds. If there is no answer, then the next longest idle agent will be rung for ten seconds, and so on until all agents have been rung in Tier 1.
After Tier 1 has been attempted, then Tier 2 agents will be rung in a similar fashion.
Implementing this type of call queue will increase the number of potentially available agents and the likelihood of the call being answered.
Implementation
1. In the portal, navigate to Call Queues and click Add Call Queue.
Info
The following call queue configuration is specific to key elements in Tiered Round Robin and is not comprehensive. Read "Creating and Managing Call Queues for a comprehensive explanation of configuration options in the call queue modal.
2. Name the new call queue, designate an extension, and then across from Type, select "Tiered Round-robin".
3. In the In Queue Options tab, set the ring timeout. This is how long the call will ring into one agent before moving to the next agent. Also determine whether a call center agent should be logged out if they miss a call, and the final destination for a call that goes unanswered by all tiers.
Finish selecting options on the remaining two tabs and then click Add.
4. In the call queues table, click to Edit Agents across from the new Tiered Round Robin call queue.
5. Here is where agents are configured into tiers. Add agents to the call queue and then assign them a tier (by editing the agent). Tier 1 will ring first, then Tier 2, and so on. Click Done to save the agent tiers.
