Automatic Destination No Route if No Agent Logged In

[jmatano]

We are setting up a 3CX environment in some of our queues to test the software. The first thing I noticed when setting up the queues is that if no agent is logged into the queue, it automatically routes to destination no route. This is a problem, because occasionally (maybe at queue open time), that a rep would show up a minute late or so. What I need the call to do is hit the queue no matter what, and then when an agent is made available in the queue, then it will deliver the call.

How can I set this up in 3CX? This is somewhat urgent for us, as we cannot have calls for 1 specific group going to any other group and we definitely can't have the call terminated.

 

[VoIPTools]

I've seen people suggest in these forums that you create a dummy extension, log the extension into the queue, then place the extension on DND. That implies that you need to configure 3CX to not log people out of the queue when their status is DND. Further, I don't know what effect that would have on your call reports. This is clearly a work-around at best. You could also set extensions to automatically log into queues during business hours.

 

[jmatano]

I have went ahead and created the dummy extension, but their are two problems with that.
1) If there are in fact no agents available, it will continuously ring this dummy extension over and over again. Poor customer experience.
2) We have to actually then log the dummy extension out of the queue once people are here, otherwise it becomes part of the call rotation. Poor q-manager experience.

There really should be a No route -> Place in queue regardless option. If the queue is open from the times we set, the queue should be open regardless. We can provide other outlets (like a callback) or queueing music are both better than the other options.

 

[YiannisH_3CX]

Hello @jmatano

In that case you can have the extensions auto login into the queues based on the office hours. This way the client would wait into the queues and have the option for callback.
I believe that having someone waiting in the queue without having agents logged in is poor customer experience.
You can also create a feature request on https://www.3cx.com/community/forums/3cx-ideas/ . All posts are reviewed by their corresponding Departments and, if feasible and voted for by other users as well, may be implemented in an upcoming service pack or update.

 

[jmatano]

If we have the extensions auto log in, wouldn't that ring the extensions even if they aren't at the station? I agree having someone wait in queue with no chance of anyone picking up would be a poor experience. The way I could see it happening in perhaps at queue opening. Maybe the openers got in a little late, or it took them a bit to log in. Whatever the case may be. Someone would be there within a minute or two, disconnecting the customer when they know the operating hours sends a worse message than a minute or two queue.

 

[VoIPTools]

Yes, the phones would ring, and yes that would show up in your queue statistics reports, but that's what should happen in my opinion. The customer isn't going to know since they hear the audio file you configured for the queue, but it will annoy your staff sufficiently (ringing phones) that everyone will be demanding they get to work on time and answer their phones. All good things in my view.