Call Queue external number as member

Discussion in '3CX Phone System - General' started by khiem, Sep 7, 2013.

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  1. khiem

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    I want to be able to have another number dialed which is not an extension but an external landline number. Is this possible. I can see a greyed out link to add external agents. Please advise.

    We would like to have our office staff take calls, but sometimes they are occupied or on other calls, if that is the case we would like for the caller to be diverted to an external number/landline. Currently the maximum call queue time must expire before the caller is diverted. This might cause longer wait times and delays; rather than doing that we would like for the caller to be transferred to an external number (who is a virtual receptionist).
     
  2. leejor

    leejor Well-Known Member

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    It appears that you fail to understand how queues work (in a PBX situation).

    Customers wait until an agent becomes free, the call is then sent to the next free agent. The PBX is able to keep track of the agents status. The PBX does not know the status of an external number until it calls it. Even then a ringback tone and a busy tone (status wise) are the same.

    The maximum call queue time is there as a last resort, something that you should hope, not to have to use too often.

    It sounds as if you need to add some additional agents.

    The other issue that is going to arise...how does the external extension become "not ready". If the person at that set has to take a break, calls would continue to ring.

    External agent sets (3CX softphone?) using high speed internet, at the remote location, would work.
     
  3. khiem

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    Thank you for your advice leejor.
     
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