Blocking CID from calling one extension in call queue

[SpaceCowboy]

Hi All,

We have a client that has requested to block one CID from calling an extension that is in a queue.

This would work by the inbound caller calls the queue, all agents in the queue would be polled apart from the one extension that is exempt from the call.

We looked into using the Exceptions option on the extension, but this doesn't apply as the call is coming from the queue and not directly to the extension.

Any help would be appreciated.

Thanks.

 

[TheodorosG_3CX]

This cannot be avoided specific for an queue agent.
Since the call is in the Queue, it is handled from the queue and all available agents will be polled.

 

[SpaceCowboy]

I'm guessing the workaround here would be to create a secondary queue, create an inbound rule for the CID to this queue and exclude the agent?

 

[TheodorosG_3CX]

That is correct. Keep in mind that the exception will apply for direct calls to the extension.

 

[SpaceCowboy]

What would be the best approach here for polling for calls if agents were in two queues?

Currently, they have it set to the longest waiting time.

What would be the behaviour if this was set on two queues at the same time?

 

[TheodorosG_3CX]

This will apply depending on the agent availability. Meaning that is an agent is currently on a call on a queue, the other call to another queue will check if he is available and the poll the agent. You may also check the strategies here.