Call Queue - Customer doesn't want other phones to ring, just put in queue

[TownTech]

Is there a way, in the call queue, to just ring for the first caller and then any other callers that call in (while the first person is talking on phone), have the phones not ring, but add to the call queue?

 

[NicholasP_3CX]

This is possible if there is only one agent in the queue.

 

[TownTech]

If I put 1 agent in the queue, And that agent in busy on the phone. and the next caller is in the queue, how do you answer the queue caller on the phone? Will the line lights on the the phone flash or something? Or do they just pickup the receiver?

 

[VoIPTools]

You might want to look at queue polling strategy "skills based routing".

 

[NicholasP_3CX]

If I put 1 agent in the queue, And that agent in busy on the phone. and the next caller is in the queue, how do you answer the queue caller on the phone? Will the line lights on the the phone flash or something? Or do they just pickup the receiver?

If the agent has the option to accept multiple calls and the option to taget busy agents in the queue is selected, then yes, they will hear the call coming in just like any call waiting call.

 

[TownTech]

Thanks. Is 1 agent or extension allowed to have 2 phones?
This same restaurant has 1 owner answering the phones. She has a VOIP fanvil phone and several cordless phones attached to a Grandstream HT801 ATA device. She wants the phones to ring, but when the first call is answered (no manner what phone she picks up) she doesn't want any phones to ring while she is with the first caller.
So she only wants all phones to ring for the first caller. Any caller in the queue, should only ring after she hangs up any phone she is using. Not sure if that makes sense.

 

[NicholasP_3CX]

Is 1 agent or extension allowed to have 2 phones?

Yes, definitely. This is a functionality called SIP forking where you can have your extension on multiple devices (example: Web client, Deskphone, DECT phone, Mobile app). No need for multiple extension numbers for the same person

If you do not enable the Accept Multiple Calls, then when you answer a call through the queue, all the devices on that extension will NOT ring while you are on the phone.

If there are other extensions in the queue then they WILL ring so someone else can answer.

 

[TownTech]

Thanks. Where do I find SIP Forking in 3CX? I am hosted through 3CX
UPDATE: I think I found it. (Not really a setting called Forking, but what it's called, lol)
I just went under Voice & Chat and selected Grandstream HT801 and changed the user. Very easy.