Call Centre Issue

[Schrodz]

Hi,

Currently we have a call Q on our existing system (not 3cx, we are moving over soon)
Scenario:
5 Agents are on the phone, they come off the phone and set themselves as DND so they can finish off what they are doing, go for a break, send an email etc. (Wrap up timer will not work in this case)

If they are all on DND as they need longer then guests stay in the Q until someone is available. They come off DND and the phone rings.

When I try this scenario in 3CX it "Logs" the user out of the Q. If all agents are on DND then it says "There are no available agents, and hangs up the call!"

Is there a way around this?

Dan

 

[YiannisH_3CX]

Hello @Schrodz

when you set an extension on DND the PBX will log the agent out of the queue. You can change this behaviour by navigating to each extensions forwarding rules and under DND un-select the option to log the extension out of queues when on DND. But doing so will result in phones ringing even though you are on DND.
When there are no agents logged in the queue then the PBX will send the call to the destination if no answer. This cannot be changed. To avoid this i would recommend creating a dummy extension and log it into the queue so an agent will be always logged in. That way even when all agents are busy or on DND the callers will stay in the queue waiting.