Best Practice for none logged into the Queue

[AndrewT]

I am wondering if there is a good solution for when a call comes into the Queue but no one is logged in to answer it. I would have thought that the system would just put them on hold and play the hold recordings, but instead it seems to infinitely and immediately restart the hold recordings while it is searching for someone to answer. This makes for an unintelligible "static" and poor customer experience. TIA

 

[VoIPTools]

If there is nobody logged into the queue, the queue will immediately route the call to the no-answer destination. If you have agents who are logged into the queue, but are currently already on a call, the caller will hold until the call is answered by an agent, or the max hold time is reached. If you are making a queue the route for no-answer and there is nobody in the roll-over queue, I could see the symptom you described where it keeps immediately failing over to a queue over and over. This sounds like a misconfiguration to me.

 

[AndrewT]

Your first sentence is the key. If no one is logged into the queue, then the system immediately goes to the no-answer, which in my case is a ring group with basically the same people in it as the queue. If those extensions are not available, now the system gets "stuck". With only a small group of people to answer the phone, this can easily happen often.
So I am wondering what is the best way to prevent this from happening? Should I make a dummy extension that is always logged in but never answers?

 

[VoIPTools]

There is a hacky way to get someone always logged into a queue. While I have not tried this myself, it sounds like others have. Consider the following post:

https://www.3cx.com/community/threads/is-it-possible-to-keep-a-queue-alive.87094/#post-411387

You should still set a max waiting time.

 

[AndrewT]

Bumping this since it has been a year with no good solutions. Hoping there is a new feature or someone else has come up with a new solution for this.

 

[SweetAction]

The above still applies on the latest versions.