I’ve been looking at the call queue and am thinking it is too complex for my needs, but could be wrong?
There are five people in the group, providing 24/7 access.
For now until everybody in that group is working from home with a desk set.
During normal-ish work hours +/- an hour or two based on personal schedules, appointments and whatnot two of the people take calls, no more than 8-10 external calls per day, then however many internal calls on top of that. Call volume is very light. Because the scheduling is fairly flexible I can’t hard code specific times.
If they step away from their desks then they turn on unconditional call forwarding and route all calls to their cell phones (eventually to the GS app on their cells, but one step at a time).
For the rest of the 24 hour period one of three other people is covering the phones, one person on shift at a time, some nights they might get zero calls, some nights they might get as many as six for an 8 hour shift, but that would be considered insanely busy.
If they are on shift they should never be placing the phone in DND.
If they aren’t on shift and there is an emergency for which their supervisor needs to reach them immediately they would be called on their cell phone directly, as outside of shift hours they wouldn’t be expected to be near/answer their work phones.
Is there a reason why call queue would be better in this scenario?