Call Queue and Intro prompt. Only play when all agents are busy?

[Scott T.]

I created a queue with 5 agents set to prioritized hunt.

I recorded a wav for the intro prompt and when enabled and i call the number i get 1 ring, intro prompt plays and agent 1 phones rings if available.

I only want the intro prompt to play if all agents are busy on calls and directly ring the next available agent.

Is this possible?

Thanks.

 

[JohnS_3CX]

Hi Scott, so do you want the following if I understood correctly?

If all agents are busy -> Then play prompt -> Then forward the caller to destination if no answer?

 

[Scott T.]

Hi Scott, so do you want the following if I understood correctly?

If all agents are busy -> Then play prompt -> Then forward the caller to destination if no answer?

I want it to only play the recorded intro prompt if all agents are busy on calls. If there is an available agent, do not play intro prompt and send call to next agent in prioritized hunt.

Only play intro prompt if all logged in Q agents are busy on calls.

I have the intro enabled and some callers are hanging up because they think it is a voicemail message ,then they call right back.

Thanks.

 

[JohnS_3CX]

What does your message say? Depending on what you wanna tell the caller, there may be a different way to achieve this instead of using the intro prompt.

• Use the option Announce Queue position to caller and replace the system prompt QUEUE_TOBE_CONNECTED if needed to say a different message
• Or, change your music on hold file, replace it with one that you will make that has your message in it at say 30 seconds to say "all agents are busy please wait".