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Call Centre Issues & Client

Discussion in '3CX Phone System - General' started by Schrodz, Nov 2, 2017.

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  1. Schrodz

    Schrodz New Member

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    We have a call centre, we have migrated over to 3cx this week. All going well.


    We have 5 agents that are currently in the Q. They need to do a wrap up which takes longer than the time set. So they all click Q to come out the Q. Leaving no one in the Q. The call just says “No available agents” and drops the call.


    On our previous system. Instead of them clicking the Q button, they had a “Make Busy” button. This would still leave them in the Q so the guest can continue to hold. Is there such a thing as to stay logged into the Q but on “BUSY”


    We are having so many abandoned called and loss of sales.


    Also, on our 3CX Windows Client, When they are making a call, the 3CX Client hangs for 26 seconds and then initiates the call.


    We are on the latest version of everything.
     
  2. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    Hello @Schrodz

    If no agents are logged in to the Queue then the call will go to the destination if no answer. To avoid this you can increase the wrap up time if agents require more time to do so so they do not log out of the Queue or you can create a dummy extension an add that as an agent of the queue so that there is always someone available in the queue.

    Regarding the clients hanging for 26 seconds, does this happen every time and to all clients? Also are there any ip phones that behave differently? Are the clients local or remote to the PBX?
     
  3. Schrodz

    Schrodz New Member

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    Hi,

    I have tried creating a dummy extension and then "Logging" them in via the Q Manager. It says they are logged in, but still says... there are no available agents.

    I have sorted the hanging, it was our network issue.

    Dan
     
  4. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    If the extension is un-registered then that is message you will get. You need to make the extension think it is registered. The easiest way to do this is sent a welcome email of that extension to a Android or IOS client and register the extension. Then you can remove the account from the mobile device but the extension will remain registered as it will be waiting for Push.
     
    vizualpro and apostolis_3CX like this.
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