3cx queue no agent than drop call

[surenr]

Hi All,
i dont know why its happening but in my 3cx setup customer calls come through main line and goes to Digital receptionist and than to queue based on user input , now the issue is when no one is at queue without dropping the call. its going to voice message (bcs it says after tone tell message), how do i stop it ? please help

plus another issue is when queue send the calls to someone if they dont answer its going to that user(ext) voice mail, which also shouldnt' happen either it should come back to main menu or drop the call ? does anyone know how to achieve this ?

can a Rest API be configured at the 3cx server level to log calls coming in to the system ? , so if no one answered we can call back that customer

thanks in advance,
suren

 

[eddv123]

Look at the queue setup and look specifically at the "destination if no answer" this will control what will happen when there are no agents logged in or when the queue time limit is reached.

https://www.3cx.com/docs/manual/call-center-queues/

You can forward it to wherever you like within reason, options in the above.