Accept multiple calls in Queue

[neville]

I am currently testing with Version 20.0 Update 0 (Build 1494).

I have a queue configured. Under the advanced tab, I have checked target agents even though they are already on a call. Requires the option: accept multiple calls.

The user I am testing with has accept multiple calls checked on their available profile and are logged into the queue.

I can answer the first call, but additional calls do not ring my mobile client or forward to my mobile number while I am on the first call.

Am I missing a setting somewhere?

This is a critical feature for emergency workers, etc.

Under previous versions, I would just enable ALLOWUSEBUSYOPTFORGROUP under parameters and send to a ring group, but I believe this is going away under V20.
Chuck

 

[Alejandro_3CX]

Hi Neville, the target agent option, allows the system to poll busy agents with other calls that are not part of this queue, it doesn't mean that these busy agents will be polled for another call in the queue when they are already on a queue call.

if the agent is already busy, let's say he/she is talking with another user/ voicemail/ or external number (direct call) and a call enters in the queue, then this agent can be polled by the system and answer that call. But, if the agent is busy with a call queue and then another call enters in the same queue, then this busy agent will not be polled by the system.

Have a good day!

 

[Alejandro_3CX]

If by chance the agent needs to answer other calls waiting in the queue, then he can park his active call and pick the next call in the queue.

 

[VoIPTools]

The long-standing position of 3CX has been that if you are already servicing a queue call, you should be giving 100% of your attention to your current caller. You should not be pestered, or rushed because other callers are waiting in the queue.

However, there is an easy workaround if you REALLY need to know there are other callers waiting in the queue. I have the 3CX web client up on one of my monitors all day. That makes it easy for me to see, at all times, whether there are other callers waiting in the queue.

But... if that still is not enough for you. you may want to take a look at our 3CX Queue Notifier. It can popup a notification dialog on your desktop, and/or make an announcement over your paging system, when new calls enter the queue. We can get your attention!

 

[neville]

I got a workaround for this particular case, so good to go.
Chuck

 

[sbgscn]

What was your workaround?