Sorry, I apparently misunderstood as in your last post you stated -
“but no one of our employee is an agent oh this queue” and then you stated-
“AND no phones of employees should ring”
It is still not clear to me how everyone can see an incoming call.
What your old system may or may not have done to accommodate the function is not necessarily going to be the same in any new system.
From your initial description, you have setup a BLF on everyone’s phone to monitor the only agent assigned to the Q. This will not work.
The point of the Q is to match available resource to call demand and if the demand exceeds the resources, to hold the calls in suspense until such time as an agent becomes available. The trick is to determine how to limit the amount of time callers are held in suspense (hold) before an agent is available so that callers don’t get frustrated and hangup.
In your case, with the one agent and everyone keyed to that single phone, they are only monitoring the single agent phone and not the Q. If the single agent is currently busy on a call, then the others monitoring that extension will only see a solid red light and not that there are others in the Q. Further, the system has no place to send Q calls as your only agent is already busy, so the system is holding other calls waiting for the single agent to become available (again). The only time the other users will see the agent phone blinking red (ringing) is when the single agent is available (not busy) to take a call. However, when not busy and a call does comes in and the agent’s extension is ringing, the others will not know if the call is a Q call or a call from elsewhere only that the agent’s extension is ringing. While the agent may only take Q calls, I do not know this as I assume other employees may call the agent from time to time and from a BLF standpoint, it does not distinguish the difference. So, when the agent is busy on a call, there will be no ringing indication. The system has no where to send a call; hence no ring.
If the call were able to leave the Q and ring somewhere else, then you could use a group pickup.
I understand about the transfer issue, but this is a again a resource issue. The system only sends calls to where you direct it to send calls. Your description of an agent needing to transfer the call is no different than having the call going to a receptionist who needs to transfer the call only to find out that the destination is already busy. I assume you have the situation already as I know of no way to make certain that any extension is 100% available for each and every call that needs to be delivered to same.
Ideally, what you need is the ability to monitor the Q, not the extension. If this were possible, perhaps the blinking red would/could indicate callers still pending an agent and it would remain illuminated until such time as the Q were empty. Alas, I do not know or believe this function is currently available, but you might try it on a phone and change one of the other extensions to not monitor the agent extension but to monitor the Q extension and see. I am still at home and do not have a suitable phone by which to conduct such a test, but even if I did, I am not hopeful, but still worth a try.
If the suggestion does not work, then I am afraid there is no solution other than to add agents be they static or dynamic.