Hello,All

I am currently using a translation service, so I do apologize for any grammatical, or translation errors. 
Also, please forgive me if this isn't the correct place to ask this question.

Please find below, First Setting details.
・Queue/Routing methods：Standard ACD
・Queue/Members(users)：3 persons(userA, userB, userC)
・Architect/Routing/Preferred Agents：No Value
・Architect/Direct Agents：userA

Hello Katsuya,

Hopefully someone with a better understanding of routing will be able to answer you, but I will look into this and get back to you soon

Hello,All

I am currently using a translation service, so I do apologize for any grammatical, or translation errors. 
Also, please forgive me if this isn't the correct place to ask this question.

Please find below, First Setting details.
・Queue/Routing methods：Standard ACD
・Queue/Members(users)：3 persons(userA, userB, userC)
・Architect/Routing/Preferred Agents：No Value
・Architect/Direct Agents：userA

Hello,All

I am currently using a translation service, so I do apologize for any grammatical, or translation errors. 
Also, please forgive me if this isn't the correct place to ask this question.

Please find below, First Setting details.
・Queue/Routing methods：Standard ACD
・Queue/Members(users)：3 persons(userA, userB, userC)
・Architect/Routing/Preferred Agents：No Value
・Architect/Direct Agents：userA

The idea of direct routing is that use DID's can still be used without assigning them to a flow.  The Direct Routing allows you to specify what numbers that are assigned to users should have special handling like a message about recording.  Once you have it directed to a flow, here are examples of what you can do:  Direct routing overview - Genesys Cloud Resource Center

From what you propose above, it seems like Preferred Agent might be considered over Direct Routing unless you use the backup settings for direct to get the queue for these other agents.  

As for the queue setup, that is explained here:  Set up direct routing - Genesys Cloud Resource Center

You setup routing to standard:  

Be sure to setup the Direct tab in the queue as well:

Hello,All

I am currently using a translation service, so I do apologize for any grammatical, or translation errors. 
Also, please forgive me if this isn't the correct place to ask this question.

Please find below, First Setting details.
・Queue/Routing methods：Standard ACD
・Queue/Members(users)：3 persons(userA, userB, userC)
・Architect/Routing/Preferred Agents：No Value
・Architect/Direct Agents：userA

thank you Robert,
I took your advice and tried the following things.

Please find below, "First Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：1 persons(userA)
・Queue/Direct/Backup Queue："Second Test Queue"
・Queue/Direct/Assign to backup immediately：On
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：userA

Please find below, "Second Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：2 persons(userB, userC)
・Queue/Direct/Backup Queue：Blank
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：No Value

As a result of following steps
1. Set 1 people(userA) to "off Queue" & "available"
2. Set 2 people(userB, userC) to "on Queue"
3. A customer calls an agent.
4. "userA" alerting interaction is displayed, incoming called, press "BUSY"
result＞"userB"&"userC" alerting interaction is not displayed, no incoming calls.

I imagine that after "userA" press "BUSY", "userB"or"userC" incoming calls, but this is different.
I don't know much about "Direct Routing", so I will try to try this and that settings.
If think of something good, please let me know.

The idea of direct routing is that use DID's can still be used without assigning them to a flow.  The Direct Routing allows you to specify what numbers that are assigned to users should have special handling like a message about recording.  Once you have it directed to a flow, here are examples of what you can do:  Direct routing overview - Genesys Cloud Resource Center

From what you propose above, it seems like Preferred Agent might be considered over Direct Routing unless you use the backup settings for direct to get the queue for these other agents.  

As for the queue setup, that is explained here:  Set up direct routing - Genesys Cloud Resource Center

You setup routing to standard:  

Be sure to setup the Direct tab in the queue as well:

Hello,All

I am currently using a translation service, so I do apologize for any grammatical, or translation errors. 
Also, please forgive me if this isn't the correct place to ask this question.

Please find below, First Setting details.
・Queue/Routing methods：Standard ACD
・Queue/Members(users)：3 persons(userA, userB, userC)
・Architect/Routing/Preferred Agents：No Value
・Architect/Direct Agents：userA

It sounds like the agent is rejecting the call.  That will send the call to VM.  Is they just let the call ring for the timeout, it will ring the other two agents.

thank you Robert,
I took your advice and tried the following things.

Please find below, "First Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：1 persons(userA)
・Queue/Direct/Backup Queue："Second Test Queue"
・Queue/Direct/Assign to backup immediately：On
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：userA

Please find below, "Second Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：2 persons(userB, userC)
・Queue/Direct/Backup Queue：Blank
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：No Value

As a result of following steps
1. Set 1 people(userA) to "off Queue" & "available"
2. Set 2 people(userB, userC) to "on Queue"
3. A customer calls an agent.
4. "userA" alerting interaction is displayed, incoming called, press "BUSY"
result＞"userB"&"userC" alerting interaction is not displayed, no incoming calls.

I imagine that after "userA" press "BUSY", "userB"or"userC" incoming calls, but this is different.
I don't know much about "Direct Routing", so I will try to try this and that settings.
If think of something good, please let me know.

The idea of direct routing is that use DID's can still be used without assigning them to a flow.  The Direct Routing allows you to specify what numbers that are assigned to users should have special handling like a message about recording.  Once you have it directed to a flow, here are examples of what you can do:  Direct routing overview - Genesys Cloud Resource Center

From what you propose above, it seems like Preferred Agent might be considered over Direct Routing unless you use the backup settings for direct to get the queue for these other agents.  

As for the queue setup, that is explained here:  Set up direct routing - Genesys Cloud Resource Center

You setup routing to standard:  

Be sure to setup the Direct tab in the queue as well:

Hello,All

I am currently using a translation service, so I do apologize for any grammatical, or translation errors. 
Also, please forgive me if this isn't the correct place to ask this question.

Please find below, First Setting details.
・Queue/Routing methods：Standard ACD
・Queue/Members(users)：3 persons(userA, userB, userC)
・Architect/Routing/Preferred Agents：No Value
・Architect/Direct Agents：userA

I don't understand the frame of reference.
What is actually happening "Is they just let the call ring for the timeout, it will ring the other two agents" ?

The following things were tried.
1. Set 1 people(userA) to "off Queue" & "available"
2. Set 2 people(userB, userC) to "on Queue"
3. A customer calls an agent.
4. "userA" alerting interaction is displayed, incoming called, waited until time ran out.
result＞"userB"&"userC" alerting interaction is not displayed, no incoming calls.

I might not have used it in the right way.

It sounds like the agent is rejecting the call.  That will send the call to VM.  Is they just let the call ring for the timeout, it will ring the other two agents.

thank you Robert,
I took your advice and tried the following things.

Please find below, "First Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：1 persons(userA)
・Queue/Direct/Backup Queue："Second Test Queue"
・Queue/Direct/Assign to backup immediately：On
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：userA

Please find below, "Second Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：2 persons(userB, userC)
・Queue/Direct/Backup Queue：Blank
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：No Value

As a result of following steps
1. Set 1 people(userA) to "off Queue" & "available"
2. Set 2 people(userB, userC) to "on Queue"
3. A customer calls an agent.
4. "userA" alerting interaction is displayed, incoming called, press "BUSY"
result＞"userB"&"userC" alerting interaction is not displayed, no incoming calls.

I imagine that after "userA" press "BUSY", "userB"or"userC" incoming calls, but this is different.
I don't know much about "Direct Routing", so I will try to try this and that settings.
If think of something good, please let me know.

The idea of direct routing is that use DID's can still be used without assigning them to a flow.  The Direct Routing allows you to specify what numbers that are assigned to users should have special handling like a message about recording.  Once you have it directed to a flow, here are examples of what you can do:  Direct routing overview - Genesys Cloud Resource Center

From what you propose above, it seems like Preferred Agent might be considered over Direct Routing unless you use the backup settings for direct to get the queue for these other agents.  

As for the queue setup, that is explained here:  Set up direct routing - Genesys Cloud Resource Center

You setup routing to standard:  

Be sure to setup the Direct tab in the queue as well:

Hello,All

I am currently using a translation service, so I do apologize for any grammatical, or translation errors. 
Also, please forgive me if this isn't the correct place to ask this question.

Please find below, First Setting details.
・Queue/Routing methods：Standard ACD
・Queue/Members(users)：3 persons(userA, userB, userC)
・Architect/Routing/Preferred Agents：No Value
・Architect/Direct Agents：userA

Under the Direct Tab in your queue setup, do you have another queue defined?  You can't overflow to the same queue since it will contain the Direct Agent attribute and not be assigned to the other agents.  

I don't understand the frame of reference.
What is actually happening "Is they just let the call ring for the timeout, it will ring the other two agents" ?

The following things were tried.
1. Set 1 people(userA) to "off Queue" & "available"
2. Set 2 people(userB, userC) to "on Queue"
3. A customer calls an agent.
4. "userA" alerting interaction is displayed, incoming called, waited until time ran out.
result＞"userB"&"userC" alerting interaction is not displayed, no incoming calls.

I might not have used it in the right way.

It sounds like the agent is rejecting the call.  That will send the call to VM.  Is they just let the call ring for the timeout, it will ring the other two agents.

thank you Robert,
I took your advice and tried the following things.

Please find below, "First Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：1 persons(userA)
・Queue/Direct/Backup Queue："Second Test Queue"
・Queue/Direct/Assign to backup immediately：On
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：userA

Please find below, "Second Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：2 persons(userB, userC)
・Queue/Direct/Backup Queue：Blank
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：No Value

As a result of following steps
1. Set 1 people(userA) to "off Queue" & "available"
2. Set 2 people(userB, userC) to "on Queue"
3. A customer calls an agent.
4. "userA" alerting interaction is displayed, incoming called, press "BUSY"
result＞"userB"&"userC" alerting interaction is not displayed, no incoming calls.

I imagine that after "userA" press "BUSY", "userB"or"userC" incoming calls, but this is different.
I don't know much about "Direct Routing", so I will try to try this and that settings.
If think of something good, please let me know.

The idea of direct routing is that use DID's can still be used without assigning them to a flow.  The Direct Routing allows you to specify what numbers that are assigned to users should have special handling like a message about recording.  Once you have it directed to a flow, here are examples of what you can do:  Direct routing overview - Genesys Cloud Resource Center

From what you propose above, it seems like Preferred Agent might be considered over Direct Routing unless you use the backup settings for direct to get the queue for these other agents.  

As for the queue setup, that is explained here:  Set up direct routing - Genesys Cloud Resource Center

You setup routing to standard:  

Be sure to setup the Direct tab in the queue as well:

Hello,All

I am currently using a translation service, so I do apologize for any grammatical, or translation errors. 
Also, please forgive me if this isn't the correct place to ask this question.

Please find below, First Setting details.
・Queue/Routing methods：Standard ACD
・Queue/Members(users)：3 persons(userA, userB, userC)
・Architect/Routing/Preferred Agents：No Value
・Architect/Direct Agents：userA

"testqueue_directrouting" in picture is the "First Test Queue" of ">>5",
"testqueue_backup" in picture is the "Second Test Queue" of ">>5".

Under the Direct Tab in your queue setup, do you have another queue defined?  You can't overflow to the same queue since it will contain the Direct Agent attribute and not be assigned to the other agents.  

I don't understand the frame of reference.
What is actually happening "Is they just let the call ring for the timeout, it will ring the other two agents" ?

The following things were tried.
1. Set 1 people(userA) to "off Queue" & "available"
2. Set 2 people(userB, userC) to "on Queue"
3. A customer calls an agent.
4. "userA" alerting interaction is displayed, incoming called, waited until time ran out.
result＞"userB"&"userC" alerting interaction is not displayed, no incoming calls.

I might not have used it in the right way.

It sounds like the agent is rejecting the call.  That will send the call to VM.  Is they just let the call ring for the timeout, it will ring the other two agents.

thank you Robert,
I took your advice and tried the following things.

Please find below, "First Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：1 persons(userA)
・Queue/Direct/Backup Queue："Second Test Queue"
・Queue/Direct/Assign to backup immediately：On
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：userA

Please find below, "Second Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：2 persons(userB, userC)
・Queue/Direct/Backup Queue：Blank
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：No Value

As a result of following steps
1. Set 1 people(userA) to "off Queue" & "available"
2. Set 2 people(userB, userC) to "on Queue"
3. A customer calls an agent.
4. "userA" alerting interaction is displayed, incoming called, press "BUSY"
result＞"userB"&"userC" alerting interaction is not displayed, no incoming calls.

I imagine that after "userA" press "BUSY", "userB"or"userC" incoming calls, but this is different.
I don't know much about "Direct Routing", so I will try to try this and that settings.
If think of something good, please let me know.

The idea of direct routing is that use DID's can still be used without assigning them to a flow.  The Direct Routing allows you to specify what numbers that are assigned to users should have special handling like a message about recording.  Once you have it directed to a flow, here are examples of what you can do:  Direct routing overview - Genesys Cloud Resource Center

From what you propose above, it seems like Preferred Agent might be considered over Direct Routing unless you use the backup settings for direct to get the queue for these other agents.  

As for the queue setup, that is explained here:  Set up direct routing - Genesys Cloud Resource Center

You setup routing to standard:  

Be sure to setup the Direct tab in the queue as well:

Hello,All

I am currently using a translation service, so I do apologize for any grammatical, or translation errors. 
Also, please forgive me if this isn't the correct place to ask this question.

Please find below, First Setting details.
・Queue/Routing methods：Standard ACD
・Queue/Members(users)：3 persons(userA, userB, userC)
・Architect/Routing/Preferred Agents：No Value
・Architect/Direct Agents：userA

So far all that looks good.  So, you can have all three in each of the queues and if you ring the DID of User A and they are not on queue or they don't answer (not reject the call), it should timeout based on the setting in the Direct Tab and ring all the users in the backup queue.  One other thing to check which really shouldn't matter is under Organization settings, do you have Strip Skills on Transfer turn on or off?  I would test with on. 

"testqueue_directrouting" in picture is the "First Test Queue" of ">>5",
"testqueue_backup" in picture is the "Second Test Queue" of ">>5".

Under the Direct Tab in your queue setup, do you have another queue defined?  You can't overflow to the same queue since it will contain the Direct Agent attribute and not be assigned to the other agents.  

I don't understand the frame of reference.
What is actually happening "Is they just let the call ring for the timeout, it will ring the other two agents" ?

The following things were tried.
1. Set 1 people(userA) to "off Queue" & "available"
2. Set 2 people(userB, userC) to "on Queue"
3. A customer calls an agent.
4. "userA" alerting interaction is displayed, incoming called, waited until time ran out.
result＞"userB"&"userC" alerting interaction is not displayed, no incoming calls.

I might not have used it in the right way.

It sounds like the agent is rejecting the call.  That will send the call to VM.  Is they just let the call ring for the timeout, it will ring the other two agents.

thank you Robert,
I took your advice and tried the following things.

Please find below, "First Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：1 persons(userA)
・Queue/Direct/Backup Queue："Second Test Queue"
・Queue/Direct/Assign to backup immediately：On
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：userA

Please find below, "Second Test Queue" setting details.
・Queue/Routing/Routing methods：Standard ACD
・Queue/Routing/Evaluation Method：Disregard skills, next agent
・Queue/Members(users)：2 persons(userB, userC)
・Queue/Direct/Backup Queue：Blank
・Architect/Transfer to ACD/Routing/Preferred Agents：No Value
・Architect/Transfer to ACD/Routing/Direct Agents：No Value

As a result of following steps
1. Set 1 people(userA) to "off Queue" & "available"
2. Set 2 people(userB, userC) to "on Queue"
3. A customer calls an agent.
4. "userA" alerting interaction is displayed, incoming called, press "BUSY"
result＞"userB"&"userC" alerting interaction is not displayed, no incoming calls.

I imagine that after "userA" press "BUSY", "userB"or"userC" incoming calls, but this is different.
I don't know much about "Direct Routing", so I will try to try this and that settings.
If think of something good, please let me know.

The idea of direct routing is that use DID's can still be used without assigning them to a flow.  The Direct Routing allows you to specify what numbers that are assigned to users should have special handling like a message about recording.  Once you have it directed to a flow, here are examples of what you can do:  Direct routing overview - Genesys Cloud Resource Center

From what you propose above, it seems like Preferred Agent might be considered over Direct Routing unless you use the backup settings for direct to get the queue for these other agents.  

As for the queue setup, that is explained here:  Set up direct routing - Genesys Cloud Resource Center

You setup routing to standard:  

Be sure to setup the Direct tab in the queue as well:

Hello,All

I am currently using a translation service, so I do apologize for any grammatical, or translation errors. 
Also, please forgive me if this isn't the correct place to ask this question.

Please find below, First Setting details.
・Queue/Routing methods：Standard ACD
・Queue/Members(users)：3 persons(userA, userB, userC)
・Architect/Routing/Preferred Agents：No Value
・Architect/Direct Agents：userA