Call distribution from queues

[Heather@UKOakdoors]

Hi, I have a question please , if an agent is logged into a queue and goes on DND and you have the call set up to go to the "longest waiting first" with using the DND function take you to the back of the queue ? if so is there a pause function that means you don't lose your place in the queue ?

Many thanks
Heather

 

[ChrisC_3CX]

if an agent is logged into a queue and goes on DND and you have the call set up to go to the "longest waiting first" with using the DND function take you to the back of the queue ?

Provided that you have configured DND to actually log the extension out of the Queue, then yes, it will reset the waiting time and hence put the extension at the back.

if so is there a pause function that means you don't lose your place in the queue ?

I'm afraid not. Logging the extension out and then back into the Queue will cause this, and that is exactly what the DND or Away statuses will do when used in conjunction with Queues.

 

[Heather@UKOakdoors]

~Thank you for the response , what does everyone else do in this situation ? I have a small team and their admin is high but I don't want them to be losing chances to speak with customers

 

[NickD_3CX]

You can have a Queue Manager monitor the log in times of each extension. If they see and extension login time moving forward all the time, that means they have logged in again:

 

[Heather@UKOakdoors]

Thank you , how do I set that up ?

Is there anyway of the agents going into a state where they dont get calls but dont go to the back of the queue?

 

[ChrisC_3CX]

Thank you , how do I set that up ?

My colleague was actually referring to the fact that you can at least see who logged out and in again by look at the login time. As per the screenshot you can see this in the webclient/desktop app.

Is there anyway of the agents going into a state where they dont get calls but dont go to the back of the queue?

I'm afraid there's no way other than logging them out of the Queue. The only other way I can think of is keeping the extension busy on a call. You could perhaps configure a Shared Parking BLF key to their IP Phone / Desktop app and have them simply call the SP to keep their extension busy and hence prevent queue calls from reaching them without having to log them out.

 

[Heather@UKOakdoors]

Ah ok , how do I configure a BLF ?

 

[ChrisC_3CX]

You can configure a BLF for extensions in Management Console >> Users/Extensions >> BLF. I'd suggest a unique Shared Parking spot for every extension and some that are not commonly used because remember, you'll need these Shared Parking spots to be available/free so that the agents can call them and keep their extensions busy.

Also, something rather important I forgot to mention earlier, is that the user will have to be idle for a bit to be able to make the call. If there are calls waiting in Queue, the agent won't have time to make the call to SP because he/she will already be ringing with the next call Queue. That said you might want to add Call Queue wrap-up time to something like 3 seconds.

Just want to make it clear that this is not the intended use of these features so I can't really say I necessarily recommend you go down this path. I merely mentioned it in hopes you could give it a test to see if it suits your situation or not.