How to Manage Queue Calls using the 3CX client for Windows
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Managing Queue Calls with the Switchboard (Windows)

Managing Queue Calls with the Switchboard (Windows)

On this topic

Managing Queue Calls with the Switchboard (Windows)

Introduction

Managing a call

See also

Introduction

In large organizations, companies with many departments, in a customer service center having the ability to queue calls may save the day. When a call is received it can be forwarded to a group of extensions. The participants of that queue will answer the calls in order. Customer satisfaction and overall productivity depends on whether you are able to handle those calls and avoid long waiting times or call failure. With the Switchboard feature of the 3CX client for Windows, you can easily manage your queue calls in real time, according to your rights from the Q-Manager screen.

Important note: An agent must be logged in the queue to be able to receive and manage calls within the queue. This can be done by pressing the Q button on the notifications bar. The letter will turn white once the agent is logged in.

Managing a call

When you have an incoming queue call you will see the call in the active calls list and in the selected queue call list.

You can also see which agents are online for each queue along with their status and statistics such as calls answered, last log in/out and total talk time. Depending on your rights you will be able to handle their extension by right clicking on it and selecting, among other options, Log out from queue or Login to queue.

You can also see overall statistics for all your queues such as calls in waiting, serviced or abandoned, longest and average waiting time, and average talking.

Once the call has been answered, you can drag and drop the call or right click on it to:

  • Transfer the call to a particular extension.
  • Conference.
  • Drop it.
  • Record it for later use.

According to the rights set by your administrator you may have more or less options to handle a call.

See also

You might also be interested in:


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  1. Molly Cartwright

    Is this facility available for Mac users yet? When we upgraded to v12 ‘3CX myphone’ became obsolete, but many of the functions (above) that we used on myphone are missing from 3CXPhone for Mac.

    August 17, 2015 at 1:46 pm Reply
    • Charalambos Eleftheriou

      @Molly, Thanks for question. Presence functionality for 3CXPhone for Mac is available with v12.5 and v14.

      August 17, 2015 at 4:00 pm
    • Molly Cartwright

      @Charalambos,

      Thanks for your reply. I have v12.5, and have Presence functionality, but not expanded presence where I can manage queues as per the article above. I run the PBX on Windows, but all our clients are iOS.

      August 17, 2015 at 5:42 pm
    • Charalambos Eleftheriou

      @Molly, The expanded presence mentioned above is for 3CXPhone for windows. These features are not available from iOS devices. Thanks

      August 17, 2015 at 5:57 pm
  2. Claudia

    Hi,

    what to do if I cannot see this window after using the expand button. I am using windows.

    September 3, 2015 at 1:41 pm Reply
    • Charalambos Eleftheriou

      @Claudia, Thanks for the question. Please make sure that the screen is not minimised. On the task bar you will have 2 icons for the 3CX. If you hover over them, with your mouse cursor, you should see both 3CXPhone and the presence screen, click on the presence screen and you should see it appear on your desktop.

      September 3, 2015 at 2:25 pm
    • Claudia

      Hi, thanks for your reply. It is not minimized. By pressing the expand button I only see the presence Information, NOT the active calls.

      September 3, 2015 at 2:48 pm
    • Charalambos Eleftheriou

      @Claudia, Thanks for the clarification. In this case please check the your extension has the rights to view the active calls for the extension group you need. This is done by going to the the 3CX Management Console then from the your extension rights tab make sure your extension has the ‘Can see group calls’ check box ticked for the extension groups that you need to see active calls for. Also making sure you are a member of that extension group.

      September 3, 2015 at 3:49 pm
  3. Jon Tomar

    In some queues people are able to login or out. In one of our queues the members do not have this option – I have compared these queues and I can’t see any difference. How do we set up this option so people can login or logout of a queue

    September 4, 2015 at 6:30 pm Reply
  4. Björn Ágúst Júlíusson

    What permissions are required for a user to log other users in or out of a queue ?

    I get no context menu when I right click on users in the queue.

    Is this a permission issue maybe ?

    November 18, 2015 at 2:18 pm Reply
    • Charalambos Eleftheriou

      @Björn, @Jon thanks for the question. To log users in and out of queues the user is required to be a Queue manager for all the call queues they require this function for. Please see this guide for the full details: http://www.3cx.com/docs/call-queues/

      November 18, 2015 at 4:25 pm
  5. Marcin

    How come my ability to see call queues and to log agents in or out has disappeared? None of my settings have changed.

    December 1, 2015 at 5:22 am Reply
    • Charalambos Eleftheriou

      @Marcin, thanks for the question. It’s very difficult to guess why this is so but check that the extension you are using to view the queues with is actually a member of the queues and that it is a manger of the queues. Then if you are using v14 Sp1 and have opened you the presence screen while holding down shift then check that your presence screen view has been set to ‘General manager/supervisor’ or ‘Queue manager’ from the ‘mode’ drop down list in the upper left hand corner of the presence window.

      December 1, 2015 at 10:56 am
  6. Richard Pettigrew

    Does this article relate only to version 14, as on 12.5, that Switchboard icon is nowhere to be found?

    If it is, can I ask you make a point of putting at the top of these articles which version it relates to please? That would be most helpful to all customers/users.

    January 14, 2016 at 5:39 pm Reply
  7. Anne

    How do I park a call?

    February 9, 2016 at 7:55 pm Reply
  8. Raphael Borborema

    Hi there, we have a company that we support and they would like to shadow calls for training pourposes. They are currently on the version 12.0 is that possible?

    Thank you.

    March 1, 2016 at 11:31 pm Reply
    • Charalambos Eleftheriou

      @Raphael, This is possible in this version but if you really want to benefit from advanced queue features including reports we suggest that you upgrade to v14. Find details on how to do this from this guide: http://www.3cx.com/docs/installing-3cx/

      March 2, 2016 at 3:25 pm
  9. John

    Hi,

    Using the Presence Information screen in V12, in the QUEUE CALLS section under QUEUE SET 1, I want to add 5 call queues. It will not let me add more than 4.

    Is 4 the limit in a QUEUE SET?
    If so, can this be amended somewhere ? in Custom Parameters ?

    Thank you.

    May 2, 2016 at 11:41 pm Reply
    • Charalambos Eleftheriou

      @John, There is a limit of only 4 Queue sets visible in the presence screen in v12. Upgrade to v14 to resolve this and gain many more features. See this guide for the details:http://www.3cx.com/docs/installing-3cx/

      May 3, 2016 at 9:36 am
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