agent

  1. Arthur.b

    How to play hold music continuously between different queues?

    I have an issue I’d like your opinion on: How can I create 'clean' transitions between queues without the hold music cutting out? Here is the specific scenario:An incoming call hits the 'Accounting' queue (3 agents). After 30 seconds without an answer, it rolls over to the 'Administrative'...

  2. Agent Log In / Log Out

    I discovered that once a queue manager logs an agent in or out by clicking on the little hyperlink in the call panel then the agent can no longer change their log in/out status using *62 / *63, those commands are ignored until I remove and re-add them in the Queue properties user list. This...
  3. arma_admin

    Get other roles than users with API

    Hi, We are trying to show logged in agents of a call queue on our own dashboard. Because we did not manage to get the loggedin agents directly from the call queue with the 3CX API we went for a diffrent aproach. Now we are reading out the status of all the users and if it is set to "Custom 1"...

  4. Announcements to agent

    Systems like Asterisk have whata feature called a "whisper" that is an audio file played to an agent before they take the call. This informs them about the type of call, where it is from, which company they are answering on the behalf of etc. I know that you can use a Line Identifier for...

  5. Auto-logging agents out of a queue after hours

    I have a prioritized hunt queue for my reception, and I'd like to ensure that all agents are logged out of the queue at the end of the day. We've found that occasionally our late shift remains logged on, and they have a higher priority than the early shift, so calls continue to come to them the...

  6. Reports:

    Hi Team, I was wondering if there was a way to create a specific report that shows user external calls and if they duplicated/called the same number twice. Thanks
    • andytelco
    • Thread
    • agent agent reports call reports
    • Replies: 3
    • Forum: Other

  7. REST API - How to get 'Agent' before call ends

    Hi, We've had a CRM integration with 3cx for the last 18 months or so, and due to the purposes of our integration we need to display calls while they are occurring rather than just recording information once the call is done. Up until now have been limited to only offering it to our customers...
    • HD_IT
    • Thread
    • agent agent extension forwarding call record
    • Replies: 3
    • Forum: Other
  8. JamesHD

    Play Audio Message to Agent

    I would like to be able to play an audio message to an agent in a specific Queue, prior to connecting the call. This would be to provide information to the Agent, for example; Which Business the Caller is Calling for. The feature is know as "Agent Whisper" in the Call Centre world and there are...
    • JamesHD
    • Thread
    • agent call whisper introduction cfd call flow designer inbound call
    • Replies: 0
    • Forum: Server

  9. Solved Agent with different skill levels on different days

    Hi All Note sure if this is the right place to post this. Firstly I'm really liking V18 - if you haven't already upgraded I think it's worthwhile. We use Skill Based Routing Round Robin. We have an Agent who is in two Queues: one for German Sales Team (where she is Skill Group1); and...

  10. How to get agent status

    Good morning, I tried to get the status of the agent (Available, Busy, Away, Do Not Disturb, Lunch, Business Trip). By using these codes: using System; using TCX.Configuration; public class ExtensionStateHelper { public string IsThereAnyFreeExtension() { Extension...
  11. ChrisTTG

    Play a prompt/sound to agent before a queue call is Connected

    Commonly described as a whisper to an agent when a queue call comes in. When an agent answers a queue call, just before it is connected, a custom audible message is played (Example "Sales UK"). Something unique to the call queue. Allowing the agent to identify and prepare for the incoming call...
    • ChrisTTG
    • Thread
    • agent audible call connected message prompt queue whisper
    • Replies: 0
    • Forum: Server

  12. BYE from local sent the moment queue call connected to an agent

    Hello, PBX version 18.0.237 hosted on Linux in Azure, calls taken on the 18.3.33 Windows softphone. We are seeing occasional problems when queue calls drop the moment they are connected to agents. I'm seeing this in the logs, which if I'm interpreting correctly, shows that the client at...
  13. kinetix

    Reporting Adjustment for Calls that Start in the Queue and Land at Extensions.

    Would like to see Queue Reports able to accurately report on Inbound Queue Calls that might get transfered to a Queue Agent's Extension. For example, the Agent sees a Queue Call in the Switch Board that has Breached an SLA and they opt to Transfer that call to their Extension. This call...
    • kinetix
    • Thread
    • agent agent reports call reporting queue queue call
    • Replies: 0
    • Forum: Server
  14. g.fiszt

    Solved Identify the extension that answered the call

    Hey people, We have a team that gives support to the customers and we want to identify who is calling in our customers database by the caller number. This part is working just fine, I connect to my database, and search for the number and the ID of the customer is assigned to a CFD variable. Now...
  15. kinetix

    Manual Wrap Up

    It would be great to have a WRAP UP time that would start when an Agent finishes their call, but ends MANUALLY by pressing a button (or something simlar). There are too many times where an Agent is waiting for Wrap Up time to be reached, and/or additional Wrap Up time is needed.
    • kinetix
    • Thread
    • agent agent wrap agent wrap up queue wrap wrap-up
    • Replies: 0
    • Forum: Server
  16. MidiTélécom

    Make Queues with SBR skipping to another skill group

    Hi everyone, Today if we use a queue with Skill Based Routing, if there is an agent available in the skill group, the ring will still be in the same skill group and never goes to the upper level. That will be great if we can tick an option to make possible the fact of the ring get to another...
    • MidiTélécom
    • Thread
    • agent queue sbr skill group timeout
    • Replies: 26
    • Forum: Server
  17. pmterp

    Issue with Agent Queue Status Indicator - Malfunction or Misunderstanding

    I've tested this on 15.5 SP6 and on 16 SP1 and got the same results. To summarize: When the agent is in DND, calls are routed as expected but the queue status for the agent shown in the admin panel > Extensions > Status as well as the "Q" in the web client and mobile app are not updated to...
  18. Jesse Amos

    One queue agent not receiving calls

    I had a user report that last night the primary queue agent did not receive any calls between 12am and 3am, but the calls were going to the backup agents in the queue. The problem is that the backup agents didn't realize the primary agent wasn't getting the calls so they didn't answer the calls...

  19. Different queue prompts ("No agents logged on" and "All agents busy")

    Hello, We are currently trying to build a queue system which can distinguish between the following cases: Case 1: No agents logged into the queue: Play audio prompt "Please send us an e-mail instead" immediately and disconnect. Case 2: Agents logged in, but all of them are busy: Play audio...
    • bpgaw
    • Thread
    • agent busy destination if no answer maximum queue wait time queue
    • Replies: 2
    • Forum: Phone System / PBX
  20. Sven Witlox

    Call Queue priority

    I know this has posted before, even got a reply that it was a good idea and it would be implemented but no result yet. Or something simelar like this. I want to prioritize my agents in a single call queue as I login to the queue. So: Monday: Agent 1 -> skill 100% in the queue (direct alerting)...
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