Call Picking in Call Queue

[FS_Mathieu]

Hello guys ! A customer ask me that :

Is it possible to pick the call that we want to pick (by seeing him in switchboard or something) in a call queue ?

Some customers are waiting in the queue for an agent and he want to pick up the one he wants to and not just the one ringing on his phone.

Thank you

Mathieu

 

[JohnS_3CX]

Hi Mathieu

It's possible to transfer the person waiting in queue to an extension (including your own) if you want to pick up the call while its sitting waiting in the queue.

You have to take yourself out of the queue and pick up the call, if you are already ringing it's difficult to drop the existing call while transferring the other one at the same time.

 

[FS_Mathieu]

Hello @JohnS_3CX !

It looks like it's an hard demand

I'm thinking about something in the Switchboard to click/grab a call in the board like in the "People" tab !

You think it would be possible ?

 

[JohnS_3CX]

Currently its possible to transfer it while it sits in the queue, but you need an idle or logged out agent/extension to receive it.

 

[FS_Mathieu]

What is the trick for doing that ?

 

[JohnS_3CX]

You can have a spare extension for "Exceptions" lets say, logged in to the webclient and part of the queue but while remaining logged out.

When you see a special customer who you wish to pick up, just right click them on the queue and transfer the call to your spare extension. Since this extension is not logged in, it will always be idle and available.

 

[FS_Mathieu]

But in that way, I'll instantly grab the n°1 call in the queue. The point is I would like to grab the call I want in the queue not just the one ringing at the moment

And anyway, at office, when a call is coming for a Queue I don't see the blue rectangle but when the call is coming from a RG I can manage that call or whatever