Any Plans For a Multi-Site Queue?

[DrainBamaged]

We have six 3CX installs. I've been asked to set-up a multi-site queue for our IT help line. This way, people in Europe can log into the IT queue early and take calls where the North American folks come along later with the Asia people coming on last.

Currently, this is not possible between sites.

 

[JohnS_3CX]

Hi @DrainBamaged

If we translate this to practical terms: you are asking to have an extension from PBX A to log into queues from PBX B. This is neither planned nor possible for a number of reasons.

It doesn't make much sense though because if the calls are coming from USA and the agents are logged in the EU, the latency will be a bigger issue for you. Same even if you registered the USA trunk in an EU PBX.

Just create extensions for your EU agents on the USA PBX and have them log in remotely via client or via remote phones.

 

[DrainBamaged]

Hi John,

You misunderstand my request. I'm looking for a queue housed on two or more PBX. I don't know what to call it, hyper-queue, global-queue, mega-queue, inter-queue? I want a queue on PBX A with an identical queue on PBX B. The two queues are linked. Agents on PBX A login to their local queue, Agents on PBX B login to their local queue, etc.

Any calls to queue A are also pushed onto queue B over the bridge (Like the ring my mobile simultaneously feature). Any calls to queue B also ring phones on queue A. Callers dial one queue extension and the call is passed onto all available agents for a truly global queue.

We have six sites, With your suggestion, if an IT tech needs to cover other office trouble queues, they need five additional extensions each. As they can only be logged into one ext at any time, that isn't practical. Nor can we have five phones on each desk.

Latency is not an issue on our network. There is a slight delay when calling overseas, but it is ms and no issue.

Here's an image for clarification.

 

[JohnS_3CX]

Unfortunately this is not going to happen because extensions that don't belong to your PBX, cannot be part of any queues. Queues are global only within the realm of a single PBX. I think you have probably overcomplicated/overengineered something that can be done much easier.

A solution for your specific scenario, is a single PBX, with SBCs or a VPN serving sites A,B, and C up to your phone system. This will allow your agents to be part of multiple queues at the same time.