No visual/audio notification for second Queue call while agent is busy

[gentg]

Hello everyone,

We are facing a usability issue with Queue agents in 3CX and I would like to understand how others are solving this in production environments.

Scenario:

• Agents are using the 3CX Web Client / PWA / Desktop App
• “Accept multiple calls” is enabled
• Queue is configured to allow multiple calls
• Agents are already on an active call

Problem:
When a second call arrives in the Queue, the agent does not receive a clear visual or audio notification if another window/application is active.

The call only appears inside:

• Panel
• Queue Calls

This means the agent must constantly monitor the Queue panel manually. There is no reliable:

• popup notification
• call waiting tone
• foreground alert
• desktop-style incoming call experience

This is especially problematic for receptionists and call center environments where agents are multitasking in CRM/ERP/browser applications.

Questions:

1. How are you handling this in real-world deployments?
2. Are you using:
   • Ring Groups instead of Queues?
   • physical phones with BLF?
   • Wallboards?
   • custom integrations?
3. Is there any recommended way to generate:
   • popup alerts
   • sound notifications
   • desktop notifications
     for waiting Queue calls while the agent is already busy?
4. Is this expected 3CX behavior by design?

Any best practices or workflows would be greatly appreciated.

Thank you!

 

[Charles_3CX]

Hi, the feature will indeed visually show up in the user's dialer in the webclient and on an IP phone and have an audible beep tone when a second call is waiting, but this will only occur if no other agents in the queue are available to take calls, i.e there are no more agents logged in or are on other calls.