Solved Call Queue - intro prompt not playing

[3ChrisX]

Hey guys

We have a number of Digital Receptionist configurations for playing messages and handling IVR options. After these have been processed, we hand calls off to Call Queues. Each Queue should have an intro prompt that is played before agents are attempted.

What we see is that the audio file is only played when an agent is actively in the queue, but we'd like for the file to be played even when no agents are logged into the queue.



With this field on each queue I've tried different audio files and also removing the selection for playing the full intro first.

Is there a way to make this change? Ideally I'd like to avoid routing calls back through another DR for each queue if possible.

 

[VoIPTools]

I think you already have your answer. If there are no agents available, it will not play the intro prompt and will route immediately.

 

[3ChrisX]

Got it thanks. I can work with that but it seems odd for the prompt to be skipped at the start of a queue just because no agents are currently available. Have I misunderstood the purpose of queues?

I'd like for the calls to be held in the queue during times where agents are either logged out, or wrapping up or whatever. There's a timeout specified and so I understood the call would be kept there until either an agent logs in to receive the call or the timeout is exceeded.

 

[NickD_3CX]

As previously mentioned, you have your answer.

The purpose of the "Play full intro prompt before calling agents" option is to play messages like e.g. "Your call will be recorded for quality assurance purposes", etc, so in this context it makes sense that if nobody is logged into the Q, then the caller doesn't hear this either.

Now if there ARE agents logged in, but they are in the "wrap-up" time period, then Callers will wait normally and will also hear the into prompt.

In general though, the design choice we have made for Queues is that if no agent is logged in, the call will be transferred to the "Destination if no answer" option.

 

[3ChrisX]

Thanks for clarifying. I can definitely work with that now I understand the way it's designed to work.