Call queue design

[akjon RooSho]

Hi,
I want the scenario like this.
When any call comes via the trunk(inbound calls) the caller will listen an announcement saying “Your calls will be recorded for further evaluation” The calls will wait in a queue and the operator will pick up one by one.
If within 20 seconds the operator fails to receive the call (as he/she might be answering another call) the caller will listen another announcement saying “All of our operators are busy now. Please hold for a few second or press STAR to leave message”. After that if the caller presses star (*) he/she will be redirected to the voicemail of operator. Otherwise will stay in the queue until the operator picks up the call. And this 2nd announcement “All of our operators are busy now. Please hold for a few second or press STAR to leave message” will repeat after every 2 minutes. And in between announcements the music of MOH shall play like regular queue.
How can I implement this Queue in 3cx?
Regards

 

[NickD_3CX]

Hi!

This is actually quite simple to achieve.
By default the Queues already have built in the functionality where if a Caller that is waiting in the Queue presses *, they will go to the "Destination if no Answer".

So with this in mind, what you could do is:

1. Create a Queue that has a really long "Max Queue Wait Time", e.g. 3600 seconds
2. Set "Destination if No answer" to be the VMail of the Operator
3. Create a Custom Queue Music on Hold file that will be 1 minute 50 seconds and at the end put the “All of our operators are busy now. Please hold for a few second or press STAR to leave message” message.

That should be it!

 

[akjon RooSho]

Hi!

This is actually quite simple to achieve.
By default the Queues already have built in the functionality where if a Caller that is waiting in the Queue presses *, they will go to the "Destination if no Answer".

So with this in mind, what you could do is:

1. Create a Queue that has a really long "Max Queue Wait Time", e.g. 3600 seconds
2. Set "Destination if No answer" to be the VMail of the Operator
3. Create a Custom Queue Music on Hold file that will be 1 minute 50 seconds and at the end put the “All of our operators are busy now. Please hold for a few second or press STAR to leave message” message.

That should be it!

I loved your idea.
Thanks a lot. thank you very much.

 

[relvin77]

Another option, if you want the ability to change the messages without re-recording the moh/message combo, is:
Create a queue that has, "Your calls will be recorded for further evaluation”, as the "Play Intro Prompt" recording and route inbound calls here.
Select the "Play full intro prompt before calling agents.".
Set the max wait time to twenty seconds. (You may have to adjust that so that the intro prompt plays and then it waits twenty seconds.) and "Destination if no answer" as "Connect to Queue/Ring Group" and set to queue two.

Create a second queue with the intro prompt, “All of our operators are busy now. Please hold for a few second or press STAR to leave message”. Set the max wait time on this queue to two minutes.
Create a third queue with the same settings as the second queue.
Set the "Destination if no answer" as "Connect to Queue/Ring Group" and set the two queues to forward to each other.
This will create a loop between queue's two and three where it will replay the prompt every two minutes, after the initial prompt in the first queue.

A different way to accomplish the same end result, with the benefit of being able to change the intro prompts if desired.

 

[VoIPTools]

It might also be possible to barge into a queue and play a prompt on a scheduled basis. I have done this before to active calls, but I have never done it with a call waiting in a queue. My guess is that it will work.

This would require some custom code to create the schedule, perform the barge, play the audio, then drop the barge.