Solved Accept multiple calls through call queue

[Key1PBX]

Hello

Trying to figure out a solution for a problem we are facing at the moment.

There are 2 agents a part of the call queue.
They both have accept multiple calls enabled under forwarding rules.
First agent goes on break and their extension is logged out of the queue.
Second agent is already on a call and another call comes into the queue.


Now is there a way for that second call that came in to queue to ring on Line 2 for the current available agent? So they can pick up the call and tell them to hold the line while they finish their first call?

 

[TheodorosG_3CX]

The option "Accept Multiple Calls" apply for call directly to the extensions.
When there is a queue calls, this is handled from the queue, so the expected behavior is to wait in the queue until you become available. Have you considered using the 3Cx Web Client or Desktop App?

 

[Evolute IT]

Hello

Trying to figure out a solution for a problem we are facing at the moment.

There are 2 agents a part of the call queue.
They both have accept multiple calls enabled under forwarding rules.
First agent goes on break and their extension is logged out of the queue.
Second agent is already on a call and another call comes into the queue.


Now is there a way for that second call that came in to queue to ring on Line 2 for the current available agent? So they can pick up the call and tell them to hold the line while they finish their first call?

V20 will make you happy.

 

[Key1PBX]

V20 will make you happy.

Is this a feature that is in development for the new versions?

 

[Evolute IT]

Is this a feature that is in development for the new versions?

It's already there in v20, under the Advanced options.

 

[Charles_3CX]

Please allow me to clarify the feature in v20, which states that it will target agents when they are already on a call and requires accepting multiple calls to be enabled under the user's settings. This only applies to direct calls when a call arrives from the queue.

In other words, if the agent is on a direct call, either an inbound or outbound call, or with another 3cx user, and a call arrives in the queue, that they are a member, they will be polled from the queue call or on a call from the queue and a direct call comes into the user's extension, this will notify them. Still, It does not mean they will be polled for another call in the queue when they are already on a queue call.

Imagine you are a member of multiple queues on a busy system and handling a call from one of the queues. Then calls arrive in all the other queues, so do you want the call interrupted by beeping sounds going off in your ears from all the other calls? I doubt this very much.

With v18, there is no such feature, but also for 18 and in v20, if you would like to pick up a second call from a queue, you will need first to park the current call using either a BLF key configured for a shared parking place or transfer the call to parking orbit, this will release the call from the phone, you can then pick up another call using the call pick-up feature (*20*) or BLF keys configured for extensions that are in the queue that are being polled with the calls.

You may also open a new call and perform a call pickup to answer the recent call in the queue.

You can not get audible representations of new calls while on another call from a ring group or queue. However, this is possible visually using the panel within Webclients.

 

[illcsales]

I can see this might be troubling for large call centers however it would be great to have the option to toggle this for the SMB market we often use queue for their inbound calls and having it as a call waiting audio indicator would then give the recipient the option to go to web client direct the call to vm if they did not want to answer. Much like how cell phones work with call coming and with a response with sms ie on a call ill call you back later...

 

[VoIPTools]

We can expand on the new capabilities of V20 with our 3CX Queue Notifier tool. Along with other notifications (when thresholds are exceeded), this tool can also provide a desktop popup/with audio when a new call hits the queue,

 

[prolateral]

Please allow me to clarify the feature in v20, which states that it will target agents when they are already on a call and requires accepting multiple calls to be enabled under the user's settings. This only applies to direct calls when a call arrives from the queue.

In other words, if the agent is on a direct call, either an inbound or outbound call, or with another 3cx user, and a call arrives in the queue, that they are a member, they will be polled from the queue call or on a call from the queue and a direct call comes into the user's extension, this will notify them. Still, It does not mean they will be polled for another call in the queue when they are already on a queue call.

Imagine you are a member of multiple queues on a busy system and handling a call from one of the queues. Then calls arrive in all the other queues, so do you want the call interrupted by beeping sounds going off in your ears from all the other calls? I doubt this very much.

With v18, there is no such feature, but also for 18 and in v20, if you would like to pick up a second call from a queue, you will need first to park the current call using either a BLF key configured for a shared parking place or transfer the call to parking orbit, this will release the call from the phone, you can then pick up another call using the call pick-up feature (*20*) or BLF keys configured for extensions that are in the queue that are being polled with the calls.

You may also open a new call and perform a call pickup to answer the recent call in the queue.

You can not get audible representations of new calls while on another call from a ring group or queue. However, this is possible visually using the panel within Webclients.

Does this mean that with V20, while on a direct call, we should expect to get an audible notification of a new queue call coming in? (assuming "Accept multiple calls" is set on the user...) -- if so, then I'm not seeing that behaviour...

 

[Evolute IT]

Does this mean that with V20, while on a direct call, we should expect to get an audible notification of a new queue call coming in? (assuming "Accept multiple calls" is set on the user...) -- if so, then I'm not seeing that behaviour...

Enable it in the queue too... "target agents even if they're on a call" in the last tab.

 

[prolateral]

Enable it in the queue too... "target agents even if they're on a call" in the last tab.

Boom. Sorted - thank you.

Finally an "upgrade" feature in V20 .... Just saying... ;-)

 

[TheodorosG_3CX]

Glad to know this resolved