Department-Based Queue Login in the 3CX Mobile App (healthcare)

[EWI-FM]

Please extend the existing Queue Login/Logout button so that users who belong to queues in multiple departments can select the department for which they want to be available.

This is especially important for healthcare organizations where employees rotate between wards or departments. An employee may be a member of several queues but should normally receive calls only for the department where they are working during the current shift.

With the current global queue login behavior, an employee may be logged into all assigned queues. This can cause calls to be delivered to employees who are not working in the relevant department that day.

Requested behavior​

When a user presses the existing Queue Login/Logout button:

1. If the user has access to only one department, keep the current simple login/logout behavior.
2. If the user has access to multiple departments, open a department-selection screen.
3. Show only departments and queues for which the user is authorized.
4. Allow the administrator to configure whether the user may select one department or multiple departments.
5. In single-department mode, automatically log the user out of the previous rotating department when a new department is selected.
6. Allow specific queues, such as emergency or organization-wide queues, to remain active regardless of the selected department.
7. Show the currently selected department directly in the app.
8. Include a clear Log out from all departments option.
9. Synchronize the selection between the Android app, iOS app, Web Client and supervisor panel.
10. Record department changes in the Agent Login History or a similar audit report.

Example interface​

Queue availability

Select where you are working:

○ Ward North
● Ward South
○ Rehabilitation
○ Day Care

○ Log out from all departments

[Apply]
After applying the selection, the app should display a confirmation such as:

Logged in to Ward South.

When switching departments:

Changed from Ward North to Rehabilitation.

At the end of a shift:

Logged out from all departments.

Administrative configuration​

Administrators should be able to:

• link one or more queues to a department;
• mark queues as rotating or permanent;
• define which departments a user may select;
• choose single-selection or multiple-selection mode;
• decide whether users or only supervisors may change the selection;
• configure automatic logout or department retention when the user changes presence status.

A department may contain multiple queues. Employees should select a recognizable department name rather than individual technical queue numbers.

Example:

• Ward North: General Ward North and Medication Desk North
• Ward South: General Ward South and Medication Desk South
• Rehabilitation: Rehabilitation Reception

Error handling​

The app should only show a success message after all required queue changes have been completed.

If the change fails, the user should receive a clear message such as:

Your queue selection could not be updated. Your previous selection remains active.

The system should avoid partial changes where the employee is logged out of the previous department but not successfully logged into the new department.

Business justification​

This feature would reduce:

• calls being delivered to the wrong department;
• interruptions for employees working elsewhere;
• incorrect staffing information in queue panels;
• manual queue management;
• training and support requirements;
• the need for custom Call Flow Designer applications, dial codes or multiple BLF buttons.

The feature would also be useful for hotels, schools, retail organizations, municipal services, field-service teams and other organizations with rotating or multi-department staff.

Backward compatibility​

Existing installations should retain the current behavior unless the administrator enables department-based queue selection.

Suggested administrator options:

1. Global queue login/logout
2. Individual queue selection
3. Department selection
4. Supervisor-managed selection

Priority​

High.

For organizations with frequently rotating staff, department-specific queue selection directly affects correct and reliable call handling. A native implementation would make 3CX significantly easier and safer to use in healthcare and other multi-department environments.