Call Queue "Destination if no answer" Timer Issue

[Farid Mammadov]

Hi,

We have call queue with assigned operators. In "Destination if no answer" menu "Maximum Queue Wait Time (seconds)" was set up to 1800 seconds and then "End Call" scenario. But when there is no available operator, caller does not stay on hold for 30 minutes, call just drops.
Version: 15.5.15502

 

[Saqqara]

This is how the system works, if no agents are logged into the queue.

Create a dummy extension, and log it into the queue

Not sure why you would want to end the call , if destination no answer. You allow people to hold for up to 30 mins then drop the call - not good customer relations.

https://www.3cx.com/3cxacademy/videos/advanced/call-queues/

 

[Farid Mammadov]

You allow people to hold for up to 30 mins then drop the call - not good customer relations.

Operators usually answer within 5-10 minutes, 30 minutes is backup.

Create a dummy extension, and log it into the queue

I should put dummy extension in DND? If that extension will not register on any device, will it work? Could you please describe full procedure?

 

[Saqqara]

Create a dummy extension, setup the account on a mobile device , log into the queue, and delete the account from the mobile device.

 

[Farid Mammadov]

That did not work. Dummy Extension is in queue, I can see it from webclient, but call again drops as it was before...

 

[AWS2P]

Don't understand why you want callers to stay stuck in the Q for 30 minutes and finally call hangs if no answer, WTF if i should do this to my customers

Of course if your Q is with no agent loggedin all calls goes in no answer destination. this is normal way.
Why don't you use call back option , or almost a voice mail to leave a message if caller has no answer or bored to wait.
The good question should be why a Q has no one to answer?

you says caller stay from 5to 10 minutes in regular waiting situation , very long time , how many loggedin agent do you have? perhaps you should add some more agents to decrease waiting time and increase customer satisfaction.

 

[Farid Mammadov]

Well, I mentioned issue above and looking for solutions. Why we can't enable voicemail or why we configured 30 minutes for hold is technical task, and I'm not discussing it here.

Case is how to hold caller if there is no online operator. Currently call drops. Dummy Extension was configured, added to queue (then account deleted from 3cx softphone). Extension is in queue. but call again drops, probably because extension is offline. Any solutions?

 

[AWS2P]

Sorry I don't understand your idea, if there's no one to answer, why do you want callers to stay waiting in the Q ?
Do you make money on customer waiting time?

A working solution is to have Q agent loggedin, no more , no less