We have been having issues for a good few months where an agent can be logged into the queue but then just stops taking calls. We have spent some time and effort investigating this and we think we might have found the cause but would like some confirmation?
We think its because when a Callback is selected the 3CX allocates one of the simultaneous licence slots to this call, even though the call is not in progress yet?
The site has a 32SC licence and at busy times there can be up to 30 Callbacks in the queue with only 8 agents taking calls as well as non queue calls in progress.
We have restricted the Callback option to 15 calls with the queue overflowing to an apology message which then drops the call.
Can you confirm whether the 3CX allocates one of the simultaneous licence slots to a booked Callback?
We think its because when a Callback is selected the 3CX allocates one of the simultaneous licence slots to this call, even though the call is not in progress yet?
The site has a 32SC licence and at busy times there can be up to 30 Callbacks in the queue with only 8 agents taking calls as well as non queue calls in progress.
We have restricted the Callback option to 15 calls with the queue overflowing to an apology message which then drops the call.
Can you confirm whether the 3CX allocates one of the simultaneous licence slots to a booked Callback?
