GI-YD
Free User
- Joined
- Apr 23, 2018
- Messages
- 25
- Reaction score
- 2
Hi folks.
New to 3CX system. We are looking to migrate our contact center to the platform, however this means questions:
1) can you only transfer to a queue according to the queue's extension?
- is the other call queue information not available, for example: queue name
- we do skill based routing and get a value back from our API into a variable called GroupID, so in this scenario I would want to do: transfer to queue where GroupID matches call queue name
2) the wallboard...just how customizable is this thing?
- can you create a wallboard that shows calls that have a specific variable, for example: I create variable01 with value test02 and assign it to specific call flows. Now I want the wallboard to report on calls with variable01 = test02.
- if not, is this data in the API and can it be referenced by 3rd party software?
- this not view-able from the web interface anymore? Cannot find it under Settings...
3) skill based routing...how do you qualify an agent to receive a call using more than one variable?
- in this scenario, agentA is in the queueA1 but not queueA2. This call should only go to agents that are in both queueA1 and queueA2.
- is there a way to select agents in the CFD or is that limited by the Call Queue agents list only?
- will be nice to be able to select agents based on assigned skill(s). For example: we can provision multiple agents ahead of time into relevant Call Queues but if they are not also part of a specific Call Queue, then they won't get any calls until their training is complete - bit of a pain to have an agent go and log out of multiple queues one by one when they are in many queues (which can happen because some agents represent different areas)
- also, and not a workaround solution to the above: an option to log out/in all queues? May be some check boxes in the All Queues section of the Q-Manager?
Thanks folks.
New to 3CX system. We are looking to migrate our contact center to the platform, however this means questions:
1) can you only transfer to a queue according to the queue's extension?
- is the other call queue information not available, for example: queue name
- we do skill based routing and get a value back from our API into a variable called GroupID, so in this scenario I would want to do: transfer to queue where GroupID matches call queue name
2) the wallboard...just how customizable is this thing?
- can you create a wallboard that shows calls that have a specific variable, for example: I create variable01 with value test02 and assign it to specific call flows. Now I want the wallboard to report on calls with variable01 = test02.
- if not, is this data in the API and can it be referenced by 3rd party software?
- this not view-able from the web interface anymore? Cannot find it under Settings...
3) skill based routing...how do you qualify an agent to receive a call using more than one variable?
- in this scenario, agentA is in the queueA1 but not queueA2. This call should only go to agents that are in both queueA1 and queueA2.
- is there a way to select agents in the CFD or is that limited by the Call Queue agents list only?
- will be nice to be able to select agents based on assigned skill(s). For example: we can provision multiple agents ahead of time into relevant Call Queues but if they are not also part of a specific Call Queue, then they won't get any calls until their training is complete - bit of a pain to have an agent go and log out of multiple queues one by one when they are in many queues (which can happen because some agents represent different areas)
- also, and not a workaround solution to the above: an option to log out/in all queues? May be some check boxes in the All Queues section of the Q-Manager?
Thanks folks.
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