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- Sep 12, 2013
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Hello,
I have recently bought and installed 3CX v12 (8 SC) for a small company. First, I would like to say I'm generally happy with how it works, but there are a few annoying quirks that I hope will get fixed at some point.
Most of them are related to call queues:
1. The intro prompt does not always play from the beginning when a caller enters the queue. This is a major bug IMO!
2. On hold music is played at the same time as the intro prompt which makes it hard to hear the intro prompt. On hold music should be completly muted when the intro prompt plays! Can't use on hold music because of this.
3. There is no way to disable on hold music and use regular ringback tones instead. The only way is to use empty.wav, but the complete silence makes the caller think something is wrong and hang up.
4. There is no notification that a new call has entered the queue when all agents are busy. This is a problem for a small business who may only have 1 person in the office answering the phones. This person is most likely also required to do other tasks, like outgoing calls (less important), while waiting for the incoming calls (more imortant, like orders). As you can understand it's not ideal if a customer has to wait 30 minutes i queue just because the one person answering the phones is busy chit-chatting with a colleague.
I found a workaround by making calls enter a ring group first and enabling "multile ring group calls". The calls to this ring group times out after 8s (enough time to notify agents about the call) and is then forwared to the queue. Not ideal, but better than nothing.
Please fix these quirks and 3CX will be the perfect solution even for small businesses!
Regards,
Andreas
I have recently bought and installed 3CX v12 (8 SC) for a small company. First, I would like to say I'm generally happy with how it works, but there are a few annoying quirks that I hope will get fixed at some point.
Most of them are related to call queues:
1. The intro prompt does not always play from the beginning when a caller enters the queue. This is a major bug IMO!
2. On hold music is played at the same time as the intro prompt which makes it hard to hear the intro prompt. On hold music should be completly muted when the intro prompt plays! Can't use on hold music because of this.
3. There is no way to disable on hold music and use regular ringback tones instead. The only way is to use empty.wav, but the complete silence makes the caller think something is wrong and hang up.
4. There is no notification that a new call has entered the queue when all agents are busy. This is a problem for a small business who may only have 1 person in the office answering the phones. This person is most likely also required to do other tasks, like outgoing calls (less important), while waiting for the incoming calls (more imortant, like orders). As you can understand it's not ideal if a customer has to wait 30 minutes i queue just because the one person answering the phones is busy chit-chatting with a colleague.
I found a workaround by making calls enter a ring group first and enabling "multile ring group calls". The calls to this ring group times out after 8s (enough time to notify agents about the call) and is then forwared to the queue. Not ideal, but better than nothing.
Please fix these quirks and 3CX will be the perfect solution even for small businesses!
Regards,
Andreas