Lev
Customer
- Joined
- Sep 19, 2015
- Messages
- 106
- Reaction score
- 19
Hi!
I am not really sure how to call it, but even after using 3CX for about 1,5 years, i still miss the old signaling-method from my old Agfeo PBX.
So please add another signaling-method for ringgroups and/or queues.
Lets call it "building up" (maybe someone comes up with a better name - but that does not really matter ofc)
How it works:
Start of Ringing: Agent 1 rings
after 30 seconds: Agent 1 AND 2 ring
after 60 seconds: Agent 1 AND 2 AND 3 ring
after 90 seconds: Agent 1 AND 2 AND 3 AND 4 ring
etc.
Real Life scenario (basicly explaining my own day in office):
Lets say a company has 3 co-workers. One for customer support and two working in the workshop.
The two in the workshop should not be bothered with too many calls a day, since it interrupts their work and if a customer wants to make an order, the workshopworker needs to change its place and go somewhere, to write it down. This consumes time and the interupt in workflow would cause bad things to happen more often.
Also the guy in customer support may need some seconds to reach his desk, since he might be at the door, receiving a package or doing some other boring office stuff.
Why "ring all" does not work:
The phone will ring for the guys in the workshop right away. This is annoying, since they expect somebody else (the customer support guy) to pick up the call anyway, so they tend to wait a bit, before answering a call (even if it is a direct call to their particular extention - this is another thing, but its kinda related here)
Basicly they never really know, when it is a good time to pick up a call or to wait first.
Why "prioritize" does not work:
The customer support guy has no chance to pick up the call, if he missed his "window of opportunity".
So the call HAS to be answered by somebody else, that is not as well prepared to answer phone calls and can not handle it as efficient.
I could create different callgroups or queus of course, but with about 16 total extentions atm, this seems to be a bit inconvenient and will also eat up my internal extention IDs. Also if one or more agents are missing (which is the case 100% of the time), this "simulating" would not scale very well, since (e.g. it would still take 2 minutes before agent 5 would get a ringing signal, if there are just two people working that day)
I am not really sure how to call it, but even after using 3CX for about 1,5 years, i still miss the old signaling-method from my old Agfeo PBX.
So please add another signaling-method for ringgroups and/or queues.
Lets call it "building up" (maybe someone comes up with a better name - but that does not really matter ofc)
How it works:
Start of Ringing: Agent 1 rings
after 30 seconds: Agent 1 AND 2 ring
after 60 seconds: Agent 1 AND 2 AND 3 ring
after 90 seconds: Agent 1 AND 2 AND 3 AND 4 ring
etc.
Real Life scenario (basicly explaining my own day in office):
Lets say a company has 3 co-workers. One for customer support and two working in the workshop.
The two in the workshop should not be bothered with too many calls a day, since it interrupts their work and if a customer wants to make an order, the workshopworker needs to change its place and go somewhere, to write it down. This consumes time and the interupt in workflow would cause bad things to happen more often.
Also the guy in customer support may need some seconds to reach his desk, since he might be at the door, receiving a package or doing some other boring office stuff.
Why "ring all" does not work:
The phone will ring for the guys in the workshop right away. This is annoying, since they expect somebody else (the customer support guy) to pick up the call anyway, so they tend to wait a bit, before answering a call (even if it is a direct call to their particular extention - this is another thing, but its kinda related here)
Basicly they never really know, when it is a good time to pick up a call or to wait first.
Why "prioritize" does not work:
The customer support guy has no chance to pick up the call, if he missed his "window of opportunity".
So the call HAS to be answered by somebody else, that is not as well prepared to answer phone calls and can not handle it as efficient.
I could create different callgroups or queus of course, but with about 16 total extentions atm, this seems to be a bit inconvenient and will also eat up my internal extention IDs. Also if one or more agents are missing (which is the case 100% of the time), this "simulating" would not scale very well, since (e.g. it would still take 2 minutes before agent 5 would get a ringing signal, if there are just two people working that day)
Upvote
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