TABLE OF CONTENTS
- General information
- Ring Strategy
Enhanced Ring Groups (ERG) represent a more advanced type of Ring Groups. With
ERG, users can now set up basic queueing functions and reuse Queues with Members
to achieve better business intelligence. ERG represents a basic version of a Queue that
allows users to put an Extension into it, enabling users to have their mobile devices within that ERG.
Additionally, generating reports across all editions (Multi Tenant, Contact Center, and
Business) is implemented together with leading options for a better reporting experience.
ERGs were introduced in PBXware v6.5, since Queues are deprecated on Multi Tenant, so they are some kind of replacement for Queues on Multi Tenant systems.
Benefits of using ERGs on Multi Tenant systems:
Possibility to use mobile devices
Statistics (more about Statistics can be found on this link https://wiki.bicomsystems.com/PBXware/PBXware-6-MT-Administration-Manual/Statistics#erg-statistics)
Max waiting callers
This option defines the maximum number of callers allowed to wait in an ERG at the same time. This number should be set in accordance with the number of members answering the ERG calls and proportional to the number of calls that ERG has on average.
For example, if this field is set to 4, only 4 callers will be allowed to enter the ERG. If caller number 5 tries to enter the ERG he will be transferred to the 'Redirect Extension' number. In order to increase ERG performance and decrease wait time for the callers, which will improve the caller's experience, set this number according to the number of members.
If there are two ERGs, Support ERG, and Accounting ERG. First ERG has 12 members and has 300 calls per day, while Accounting has 3 members and has 20 per day, administrator can put Max wait Callers for Support ERG to 8 for example, while for Accounting set it to 1, this way more resources will be allocated to ERG which is more burdened and considering that first ERG has more members, one of the members will be available sooner than in the second ERG where there are only 3 members.
Wake up Mobile Devices
This option provides the ability for administrators to enable waking up mobile devices that are asleep. For instance, if an ERG member is using only a mobile device when he does not have active calls and his mobile phone is locked, if this option is not enabled, that member will not get the call, as a push notification will not be sent to his mobile device and it will not wake up the phone. So, when the extension is not online on the Monitor page, the extension will not be rung for ERG calls. Basically, the member will get calls only when he is logged in to the application, when the application is open and not running in the background. Some clients want to have this option disabled, as ERG members are registered on desk phones or Communicator desktops and do not want to get every call on a mobile device too.
In case this option is set to yes, then when the app is running in the background (the mobile device is locked or the application is closed), when the call comes to ERG, a push notification will be sent to the mobile phone and the device will wake up and start ringing. Hence, if there are ERG members who are using only mobile devices, the administrator should set this option to Yes.
For example if in the Department there are members who do not work only in the office then also have some jobs to do outside the company, when they are not near the desk phone, with this option enabled they will be able to get the calls on the mobile phone.
This option replaces the Caller ID with the custom data provided here. It is used when there is a need to have some specific value displayed for Caller ID for all incoming calls coming to the extension from that ERG. For example if the extension is part of two ERGs, in order to show on the extension’s phone display from which ERG that call is coming, under ERG settings administrator can add for example SALES. In this case when a call comes from some number, let’s say 1202123456, the ERG member should see on his phone display SALES 1202123456. This way an ERG member knows from which ERG the call came and can prepare himself for the call, but will also know the original phone number, so in case there is a need to call that caller later on in order to provide some additional information, he will know the number which should be called.
Max Wait Seconds and Max Wait Destination
Max wait seconds is the maximum time a caller can wait in an ERG, once this time is exceeded the caller will be redirected to Max wait destination number.
For example let’s say there are ERG named Sales_travel with 8 members in it and all of them are on the call, when the next call comes to that ERG, the caller will be set into a waiting queue and will need to wait until some of the ERG member is available to take the call. If Max wait seconds is set to 300 and during that time none of the members are available to take the call, the caller will be sent to Max wait destination, which can be for example Secretary who will take information from the caller and take the caller’s information. This allows ERG members to return the call later on, or the Max wait destination can be a Voicemail.
Max wait seconds option should be set in accordance with the number of members and their occupancy to improve customer experience and to avoid waiting too long for the call to be answered.
For instance, if one company has a main office in London in which the Sales Team has 20 members and has recently opened a new office in Manchester with 3 new Sales Team members, the administrator will make two Sales ERGs for different locations and considering that London office has much more calls but also more members then Manchester office, to optimize the workflow, the administrator can set maximum waiting time to be 60 seconds in London’s office and 300 seconds for Manchester office.
Also as a max wait destination, the London office can set up a Manchester office (if statistics show that there are not many calls in this office during the day) and this way the administrator can ensure the call will be answered by the salesperson.
There are two types of position announcements: 'Hold Time' (Tells the caller position in ERG) and 'Periodic Announcements' (Plays custom message)
What is important to mention here is that position announcements will be played only if all the ERG members are busy and there are multiple callers waiting for their call to be answered. Therefore, in order for these announcements to be played all members must be busy, as long as the phones are ringing, the call is ready to be accepted and these announcements will not be played.
Why should these announcements be used?
Considering that nobody wants to wait too long for their call to be accepted and listen to Music on Hold, this creates a feeling that the company does not care about the call and that you are just wasting your time. Consequently, hearing announcements about the position and estimated hold time will give the customer some kind of information so he can decide whether to wait a bit more or hang up the call. On a busy workday, they might hang up and call back at a later time. Also this can provide information to the caller when during the day the load on the ERG is the lowest and when is the best time to call, to avoid peak periods.
Announce hold time option gives the administrator an option to enable callers waiting in an ERG to hear the hold-time announcements.
Setting this option to 'Yes' will enable the hold-time announcements. A single caller waiting in an ERG would hear 'The estimated hold time is currently “x amount of minutes”, thank you for your patience' message.
Announce Position option enables callers waiting in an ERG to hear the position announcements.
E.g. Setting this option to 'Yes' will enable the position announcements. A single caller waiting in an ERG would hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience' message.
A potential disadvantage here would be if there are many callers waiting for their call to be answered and the caller hears that his call is 15th in line, that could lead the caller to hang up the call as from the caller’s perspective that is too much to wait, he does not have information how many members that ERG has and what the average duration of the calls is.
-Depending on the service level performance and average handle time, the administrator should decide whether to use Announce position option, Announce hold time option in ERG, both of them, or none. For example, if the department’s calls are usually short calls and service level performance is the same or similar during the day, meaning there is the same number of ERG members during the day, members have similar knowledge and can finish calls for the same time, in that case, it would be preferable to use Announce hold time, as hearing ‘3 minutes’ would sound shorter than for example ‘you are the 6th in the line’.
On the other hand if the department is usually dealing with longer calls, for example as Support department, where the average duration of the call is 10 minutes, it would be better to use the Position announcement as ‘You are the 6th in the line’ would sound shorter than hearing that you need to wait 30 minutes for the call to be answered.
Sometimes, the best option would be to avoid playing any of the announcements, in case the call duration is long, as from the caller's perspective he would find it irritating and frustrating hearing the same message over and over again, and he would get an impression that he is just standing at the same place.
Announce Frequency provides an option to define how often to play the hold-time announcement message.
NOTE: If you set this option to '0', the announce message will not be played
Example: If this field is set to 30, a single caller waiting in an ERG will hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience.' message every 30 seconds.
Min. Announce Frequency specifies the minimum amount of time that must pass before we announce the caller’s position in an ERG again. This is used when the caller’s position may change frequently, to prevent the caller from hearing multiple updates in a short period of time. The default value is 15 seconds.
Announce Round Seconds specifies the rounding level for hold-time announcements. If this is set to 0, only minutes, not seconds, are announced; other possible values are 0, 5, 10, 15, 20, and 30.
Example: When set to 30, a wait time of 2:34 will be rounded to 2:30.
Periodic Announce gives an option to the administrator to select the sound file that is played periodically to callers waiting in an ERG. For example some kind of advertisement can be uploaded here, or for some busy ERGs there can be some kind of announcement uploaded, for example ‘Due to the increased workloads within our department hold times may be increased. Thank you for your patience. If you want to leave a voicemail please press digit 9.’
NOTE: File name has to be in the following format 'periodic-announce-$NAME.gsm'
Periodic Announce Frequency defines the time interval in seconds at which the periodic message is to be played. E.g. If this field is set to 30, all callers waiting in an ERG will hear the 'Periodic Announce' message every 30 seconds, as long as they stay in the ERG).
First Periodic Announce Delay is the minimum number of seconds between position announcements. The default value is 15 seconds.
Static Members Login
This option gives the option to decide if ERG members will need to log in (via access code which is by default *200) in order to get the calls or if members will be able to get the calls as soon as they are added to the ERG under Members.
Example: the Support Department has 24-hour coverage and has 3 shifts, the administrator would put all of the members in ERG and set the option Static members log in to Yes, this way ERG members will be able to log in/log out when they start/finish the shift.
In departments where all of the members work the same shift (e.g. 8 AM - 4 PM) and all of the members should be available during that period, in that case, Static members login option can be set to No in order to avoid unnecessary unequal distribution of the calls, meaning members can forget to log in to the ERG when they come to job or forget to logout from ERG when they finish the workday and they can then get the calls after their working hours. When this option is set to No, the only way to stop one member from getting the calls is that the administrator removes that member from the ERG manually from PBXware GUI.
Let’s say the Sales Department is working on multiple projects and department members are added to a couple of ERGs depending on the project they are working on. Let’s say John Smith is involved in two projects and he is added to two ERGs, enabling the option Static members login will give John an option to log in only in one ERG, depending on the workload in that project. That can be done by dialing *200xxx where xxx is the number of that ERG. If John wants to stop receiving calls from a specific ERG, he can enter '*201xxx', where 'xxx' stands for the ERG number.
Disable Member Enhanced Services
If this option is set to 'Yes', Enhanced Services that are enabled on the Extension (which is an ERG member) will possibly not be applied if an ERG call is passed to them.
To give an example, let's say John Smith is working in the Real estate sales department and he is often working outside the office. When he is outside to check some real estates he enables call forwarding to the secretary by dialing *71. He is added to the newly created ERG, if he wants to forward his calls from ERG also to the secretary when he is out of office, then the administrator should set this option to No in ERG.
Also, the administrator should be careful when setting this option to No, as for example if there are some kind of forwardings enabled on Extension in Enhanced services to the same ERG, that could cause the loop.
When this option is set to Yes, Enhanced services options that are set on extensions that are members of the ERG will be ignored.
NOTE: Please note that this option is set to 'No' by default since enabling this may cause issues with Statistics.
After a successful call, this option will determine how long to wait (time interval in seconds) before sending a new call to a potentially free member.
Wrap-up time is set to 4s, in ERG there are 5 members, Ring all strategy is set to be used, EXT1 answers the call, and other extensions are available to get the next call. When EXT1 finishes the call, if the next call comes to ERG within the next 5 seconds, EXT1 will not be rung.
This is useful in cases when an ERG member needs to fill in the information about the caller when the call is hung up. For example, let’s say John is a member of Sales ERG which is selling Travel packages. He was on the call with the customer and gathered information from the customer during the call but he needs to fill in a couple of things about the travel package when the call is finished but as soon as he hangs up the call he gets a new call and he does not have enough time to fill in the needed information about the latest call. To avoid this, which could lead to John entering incorrect information as he forgets some things while speaking to the new customer, the administrator should set the Wrap-up time on ERG to be sufficient for the members to complete all of the work regarding the last call.
Setting this option to Yes will give an opportunity to users to exit the ERG by dialing a single digit and be automatically redirected to a preset PBXware destination.
For example, the greeting message explains that the user may quit the ERG by pressing the digit defined here (e.g. 9) and is transferred directly to the operator or some other destination (set under the 'Destination' option).
Example: If a caller calls ERG in which none of the members are currently available and he is already waiting for 5 minutes for the call to be answered but needs to hang up the call as he needs to go to a meeting, he can hang up the call by pressing the exit digit and leave a voicemail, for which he got instructions in greeting or periodic announcement. This way he can leave a voicemail where he will provide his question and maybe an e-mail address or the number on which an ERG member can contact him later on.
Ring all strategy
This ring strategy connects and rings all of the available members and the call will be connected to the member who answers the call first. It is ok to use this ring strategy in the case when in the department (i.e. support department) all of the members have the same knowledge and when the call comes to this group all of the members are able to provide the same or similar level of support to the caller, considering that it is not a large department.
Generally speaking, it is not desirable to use one ERG with Ring all strategy in departments that have a large number of members as that will increase the system's load. With ring all strategy all extensions would ring at the same time.
To illustrate, there are 30 members in one example ERG and when a call comes to that ERG 30 simultaneous INVITEs will be sent for a single call (considering that all ERG members are online), and if there are some kind of call forwardings on extensions, that is more INVITEs for just one call. Now let’s imagine what will happen if all of the extensions have BLFs on their phones with department members. That would be 29 NOTIFY packets sent only for one extension, and if that is multiplied by 30, imagine the load on the system caused by one ERG call. If you add to this calls to members who are already on call (if option Ring members in use is set to Yes), also if option Disable member enhanced services is set to No and members have some call forwardings, imagine the load on Multi Tenant system where there are multiple tenants with the same ERG settings, and add to that outgoing calls, incoming calls which do not come to ERG.
Besides this technical disadvantage also in groups with a large number of members, considering that all of the members will get the call, it could happen that most of them will ‘ignore’ the call thinking the other member will answer. This way answer time (which is the greatest benefit of using this strategy) can be increased.
To increase the system’s stability and performance using Ring all strategy should be avoided in cases when some other ring strategy would be fine too or to create cascading ERGs, meaning dividing departments into small groups of people.
If a department has a large number of members what can be done here is to divide people into a couple of groups, so, for example, put 6 members in group Support1, put 10 members in group Support2, and put 14 members in group Support3 and in ERG Support1 set Support2 to be Max Wait Destination, in this case when all of the members are busy call will be forwarded to Support 2, in Support 2 set Support 3 to be Max Wait Destination.
At first glance this would maybe look unfair for those members who are in the first ERG and they will get most of the calls, but considering that generally Ring all strategy is ringing all members and the member who is available will pick up the call so it is not based on ‘fair’ principle. However, if all members from the first ERG are not available the call will be forwarded to the second one which is set as the Timeout destination, and so on.
In case when the department has members who have other responsibilities besides phone support, what can be done here is to create cascading ERGs where the administrator will put members who are only in charge for phone calls in first ERG. Then in the second ERG, which will be Max Wait Destination for the first ERG, the administrator will put members who have some other responsibilities besides phone calls. This way all calls will be forwarded at first to ERG1 to members who are in charge only of phone support and then if all of them are busy, call will be forwarded to the second one -> to members who usually have some other things to do but can also provide support to the caller.
Also if there is a department where members have different levels of knowledge, cascading ERGs can be used. What can be done is to create small groups -> Level1Support, Level2Support, Level3Support, where the administrator will put members with the best knowledge to be in Level1, those who are less experienced will be in Level2 and new hires will be in Level3. This way callers will get at first the most experienced members on the phone and they will get the most of the calls, this way other team members can hear how to resolve specific problems and increase their knowledge level. Level2support will be set as the Last destination in Level1 group and Level3 support will be set as the Last destination for Level2 group. Also if Level1 member answers the call and sees that the problem can be handled by someone who is ‘lower level’ the call can be forwarded to another person.
Linear Ring Strategy
When this ring strategy is used in ERG, the members will be rung in the order in which they are set in GUI in the Members section. If the 'Static Member Login' option is set to 'Yes', they will ring in the order in which they were logged in.
1st case scenario:
Members in ERG added like this Ext1, Ext2, and Ext3, and Static members login is set to No
The call comes to ERG -> Ext1 is ringing and answers the call
The second call comes to ERG -> Ext1 is ringing
2nd case scenario:
Members in ERG added like this Ext1, Ext2, and Ext3, and Static members login is set to No
The call comes to ERG -> Ext1 is ringing and rejects the call
The second call comes to ERG -> Ext 2 is ringing and rejects the call
The third call comes to ERG -> Ext 3 is ringing and answers the call
The next call which comes to ERG will ring again at first Ext1
If option Static members login is set to Yes, case scenarios will be the same, just extensions will be rung in the order in which they were logged in.
In this ring strategy, members will be rung in order of how they are added to the ERG. If the call is not answered by the first member, the second one will be rung, if the second one does not answer, the call will be forwarded to the next one. Members will be rung for a number of seconds set under the option Member Ring Timeout.
This ring strategy should be used when there are members in the department who have different levels of knowledge, so on positions 1 and 2, the administrator can put the most experienced members, on positions 3 and 4 put less experienced members, and on 5 and 6 trainees.
So this ring strategy should be used when equality of call distribution is not the most important thing, the user experience which would be better as top members will solve the customer’s problem quickly, without the need to forward the call to some other member.
A potential disadvantage here can be that members in first positions will be those who will get most of the calls and other members will get less opportunity to resolve issues, but on the other hand, the less experienced members can listen to senior colleagues and increase their knowledge that way.
Another potential disadvantage here is again waiting time; if the first member is not near the phone, the caller will need to wait until the call is forwarded to the next available member in the group, so the wait time can be increased.
Another example could be when the support department provides support in multiple languages, i.e. English and French, the administrator can put English and French speaking members in the first positions and those who speak English only in the last positions. This way calls will be routed first to members who are speaking both languages and no matter which language the caller is speaking they can provide support, in case they are all unavailable, those members who are English-only speakers can answer the call and provide support if the caller is English speaker if the caller is French speaker, a member can ask the caller to wait a bit and then forward the call to another member when he is available.
If there is a member in a department, in this instance the team lead, who has other responsibilities and phone support is not the main job that person is working, the administrator can put that member in the last position so that the member does not need to worry about being the first one to answer the call. The call will be forwarded to that member only in case when all other members are busy or unavailable.
Leastrecent Ring Strategy
This strategy will ring an extension with the least answered calls, meaning the call will be routed to the least recent agent, the one who did not answer any call for the longest period.
This ring strategy rings members one by one for a number of seconds set in the Member Ring Timeout option.
ERG has 3 members: Ext1, Ext2 and Ext3 and Ext1 was the one with the longest waiting time
Max wait seconds on ERG is set to 30s
Max wait destination is IVR 400
Member Ring Timeout is set to 15s
When the call comes to the dial group Ext1 will be called and will be rung for 15s, then the call will be routed to another least recent extension (Ext2) and it will be rung for 15s, after that it will be routed to Ext3 which will ring for 15s and if the call is not answered for a number of seconds set under Max Wait Seconds it will be sent to Max wait destination. If Ext1 rejects the call, it will be sent to Ext2, and so on…
This strategy distributes the call volume equally among all the agents and keeps all the agents active, so this strategy is desirable to be used when it is important to distribute calls equally between department members, all of the department members have a similar level of knowledge and it is not important which member will get the call as they can provide similar or equal support.
What can be some kind of disadvantage here is that holding time can be increased as if the first couple of members are not near the phone, the caller will need to wait until the call is answered by some member but this strategy does not put a load on the system as the Ring all strategy does.
In an ERG where there are many calls of roughly the same duration, this can work. It does not work as well if a member has been on a call for an hour, and their colleagues all got their last calls 30 minutes ago because the Member who just finished the 60-minute call will get the next one.
Random ring strategy
This ring strategy rings members randomly and each member has the same probability to get the call. Considering that, this strategy can work very well and end up distributing the calls fairly among the members. If a member who has been rung first does not answer the call, the call will be routed to another member.
So, in departments where all of the members have similar knowledge and can provide the same level of service to the customer while the key thing is to keep all of the members engaged and distribute calls pretty equally between the members, this could be a good ring strategy to use. Also considering that there is no predefined order in which calls will be served to members, all of the members can expect the next call and members will need to ‘learn’ to handle different types of problems.
The potential disadvantage of this strategy is the same as with other strategies which are ringing members one by one, waiting time can be increased in the case when the first member who is ringing is not near the phone, the caller will need to wait for the next member to ring and answer the call.
ERG members: EXT1, EXT2 and EXT3
The first call comes to the erg and is answered by EXT1
The next call comes to ERG and EXT2 is ringing but does not answer the call, call is answered by EXT3
Next call will ring EXT2, it does not answer the call again and in the meantime EXT2 finishes the call, and answers this call
EXT1 hangs up the call and EXT2 hanged up the call, next call will ring EXT1
The next call will ring EXT3, it answers the call
The next call will ring EXT3
We can see from this example that there is no rule in order how Agents will be rung.
Rrordered ring strategy
This ring strategy will ring members one by one in order of how the members are added in erg.conf file (/opt/pbxware/pw/etc/asterisk/xxx/erg.conf where xxx is tenant number) remembering where we left off last ring pass. Order in the erg.conf file should be the same as the order in which the members are added in the Members section. If option Static members login is set to Yes, then members will ring in order how they are logged in, remembering which member got the latest call.
ERG members added like this: EXT1, EXT2, EXT3, EXT4
EXT1 is ringing and answers the call
The next call will go to EXT2 but it does not answer the call
EXT3 answers the call
Next call will go to EXT4 (no matter if the call is answered or not next call will go to EXT1)
ERG members added like this: EXT1, EXT2, EXT3
EXT1 is ringing and answers the call
The next call comes to EXT2 but it rejects the call and the call is answered by EXT3
Extensions 1 and 3 finished the call
The next call will come to EXT1 (although EXT2 did not get any call), so extensions will be ringed in the specified order
This ring strategy gives the possibility to ring all of the members but following the predefined order in which members will be called.
The real estate sales department has 30 members who are working in 2 shifts. There is a need to ring all of the members in shifts, in a predefined order, as there is usually one or more members working outside the office, searching for new real estate or showing them to customers. The administrator should create ERG so it meets the following requirements:
Ring only members who are working in that shift
Ring members in order how they are logged in and do not ring member who is already on the call
Ability to answer the calls from ERG on mobile phone, so the member who is outside the office, can answer the call while he is on his way to the building/house he needs to check or show to the client, but give him the ability to stop receiving calls when he is with a client
For members who do not have the Communicator Go application, make it possible to send calls to their mobile phone number when they are out of the office
When the ring group is full send the calls to Secretary
When the caller is waiting for more than 10 minutes for the call to be answered, send the call to the general voicemail
John is the department lead and he is also part of Management ERG, giving him the ability to log in only to this ring group when there is a need for his help, in peak hours
To accomplish this, the administrator should set ERG like this:
Add all of the members in ERG but set the option Static members log in to Yes, with this option enabled, members will be able to login/logout when they come to work/finish with work
Set ring strategy to Linear and set option Ring members in use to No, so when the next member in line is on the call, skip him and ring the next available
Set the option Wake up Mobile Devices to Yes which will enable ringing mobile apps when the app is working in the background when the member is using the mobile app only. When there is a need to stop receiving calls from ERG, members can dial *201 and logout
Set option Disable Member Enhanced services to No, so when a member activates call forwarding to a mobile number, that will be applied for ERG calls as well
Set Redirect destination to Secretary extension so when Max wait callers is exceeded, the next call will be sent to Secretary
Set max wait seconds to 600 and as Max wait destination set general voicemail extension
In order to log in to one ERG, the extension should dial *200 followed by the ERG number. To log out dial *201 followed by the ERG number
The support department has 20 members who are working the first shift (08:00-16:00). There is a need to send calls in off hours to voicemail, inform the caller about working hours and ask them to leave a voicemail with their contact number so ERG members can contact them.
It is important that callers do not wait too long in the queue, and to be provided with the best support so we need to ring the most experienced members first for one minute two times, if they are not available then send the call to less experienced members which will be ringed for 20s one by one in order how they are added to ERG. The first one is the most experienced member of this group, and the last one is a new colleague. If they are not available, send the call to members who are dealing with e-mails.
When the call is answered by a member, do not show missed calls notification on other members' phone displays.
Provide an option to the caller to press the exit digit whenever during the call and send the caller to the General voicemail box
Send an e-mail to the support supervisor when the caller hangs up the call before it is answered by an ERG member
In order to accomplish this, the administrator should create ERG like this:
Define operation times rules in ERG in question, upload greeting, and set Default destination to be a General voicemail extension where calls will be forwarded in off hours. Set open hours from Mon-Fri (08:00-16:00).
To avoid ringing 20 members at the same time, in order to avoid decreasing the system's performance and on the other hand, provide the best support to callers, the administrator will create cascading ERGs. The first main ERG, on which Operation Times rules will be set, will be Level1 support in which the most experienced members will be. Level2 support will be the second ERG in which less experienced members will be. Level 3 support will be ERG with 3 members in it, who are working on e-mails. Usually, calls do not come to these members at all, but in peak hours, their help is needed.
Therefore, in Level1 support set 120s to be Max wait seconds and set Max wait destination to be Level 2 support ERG. In Level 2 support ERG set 140s to be Max wait seconds and set Max wait destination to be Level 3 support ERG.
In Level 1 support there are 10 most experienced members and there is a need to ring them all at the same time, so the Ring strategy which will be used is Ringall and the member ring timeout will be 60s.
In Level 2 support, there are 7 members, set ring strategy to Linear and set Member ring timeout to 20s. Set option Max wait seconds to 140s and set Level 3 support as Max wait destination.
In Level 3 support there are 3 members who are usually providing support only via e-mails, set ring strategy to ringall, as the client was already waiting in the queue for 5 minutes, so it is important that it is answered asap.
In Level1 and Level 3 ERGs are set in Incoming options letter ‘c’ which will avoid missed calls in ringall strategy
In each of these ERGs set the option Use Exit digit to yes and set Destination for the exit digit to General voicemail box extension, in Music on hold field upload needed MOH where the caller will hear information about the exit digit
In each of these ERGs enable the option Abandoned calls notification and set the supervisor’s email to be the one to which notifications will be sent