3CX Call Center / Contact Center functionality question

[SBBinc]

Hi

Does the Call Center / Contact Center support one agent being able to log in to and work with multiple queues?

We have 4 staff monitoring Sales, Support and Billing queues. One may do Sales and Billing, another does Sales and Support. If a member of staff is out for the day then someone may do Sales, Support and Billing.

Thanks

Adam

 

[mariosM_3CX]

Hello @SBBinc

Yes this is possible. An extension can be a member of multiple Queues and there is the option to explicitly log in/out of specific Queues. There is also the option to route calls between your Queues if this make sense for your setup.
You can read more about Call Queues here https://www.3cx.com/docs/manual/call-center-queues/

 

[techdummy]

@SBBinc
Yes, it is possible.
You can add the 4 members into all queues available, and log them in/out of the queues depending on the requirement.

 

[lneblett]

However, once a user becomes a member of more than one queue, keep in mind that logging in or out affects all queues. You cannot select given queues to log in/out, it's all or none.

 

[techdummy]

However, once a user becomes a member of more than one queue, keep in mind that logging in or out affects all queues. You cannot select given queues to log in/out, it's all or none.

That's not quite right, The user can Login/logout of particular queues depending on the requirement. For example, It is possible to Login/Logout of Queue 1 and not Queue 2.