Agent Queues

[Rmn3]

Hi Guys,

i could need your help.

We have two queues. One of them is just to report the login-times of 3 agent, the other is the real phone queue for the customers.

But suddenly even in the queue that is not for the customer calls, these colleague get the calls from the central queue.

How can i configurate the queue just for the reporting of the working times, that they wont get any calls from customer queue?

Thanks in advance.

 

[ChrisC_3CX]

But suddenly even in the queue that is not for the customer calls, these colleague get the calls from the central queue.

How can i configurate the queue just for the reporting of the working times, that they wont get any calls from customer queue?

Unless you are routing calls to that Call Queue, they should not receive calls through it. This might be happening due to some configuration change on the 3CX PBX that would allow calls to go through that Queue. You could perhaps run a report for that Call Queue only to check if calls have in fact gone through it. If not, it might mean that the agents are actually receiving them from somewhere else, perhaps a different Queue.