3cx Agent Skill Set

[SecureLogic Solutions]

Hi All - we have a Call Centre currently using Avaya Aura and are looking to move to 3cx however, they currently use "Skill Sets" in Avaya that allows them to create many skill set groups, which extensions can be members of. They then add those skill set groups to Queues. The purpose is so you add new "Call Centre Agents" to the appropriate Skill Set without having to go and add them to queues directly. An example is a call centre may have 50 different medical centres they take calls for, 50 different queues. Once a call centre agent is trained up on how to take medical centre calls, they are simply assigned the specific Skill Set, and they are automatically added to the 50 Call Queues. In 3cx we would need to go to every queue and add the agent. Any one have ideas on how to achieve this ?

 

[VoIPTools]

Automating the assigning of extensions to groups of queues is not built into 3CX, but our 3CX Profile Manager was created for that exact purpose. We can help!

 

[SecureLogic Solutions]

thank you perfect - we need this for an actuall call center looking at 3cx to replace avaya Aura. Also would you have a solution to stop people enabling DND ? or to reset it back after a maximum period based on a profile ?

 

[VoIPTools]

As you have probably guessed, we cannot stop people from changing their status to DND. However, we do keep track of profile changes and can force them back immediately, or after a set period of time.