Call Queue Issue

[Gruhn]

This is in a self hosted environment but it won't let me post there:

Our client's location is a non-profit restaurant and use fish fry Fridays as a primary means of fund raising. They use volunteers to man the phones. They have 4 phones that are used but don't always have 4 people to man them. They set the unmanned phones to DND so they don't ring. Should they just let it ring?

I am having issues where calls come in and occasionally immediately jump out of the queue to the destination if not answered. Not all calls are doing this. We initially had them setup to route to a voicemail box. But they were getting tons of voicemails. So I created another queue to and pointed them at each other via the destination if not answered. But now, periodically we have calls that jump between queues till the call drops or gets answered. I gave the secondary queue priority status and set it to fewest answered. The initial queue is set to ring all. The reasoning behind the second queue was I gave it priority and wanted it to move up in the call list since those who got booted to it had likely been on the phone longer. As I understand queues, if a call doesn't get answered it stays in the queue and tries to ring again after a specified amount of time. Why would calls be moved so quickly to the destination if not answered location? Shouldn't the call stay in the queue till it times out?

We upgraded them to a 16SC Pro license from 8 because they were capping out and thought that might have also been causing the call bouncing but it is still occurring.

Attached is an example but in the call logs I've seen some bounce near a 100 times. In the attached example, the first call, lowest in the pic was answered correctly. But the next series is the same call and you can see it bounces between the two queues till it gets answered.

 

[jed]

They set the unmanned phones to DND so they don't ring. Should they just let it ring?

You might have 4 Phones (Extensions to serve the Queues), if all but one are DND (Logged out of the Queue) they will not be able to serve the calls.
It looks like you have only one Extension 1002 logged into the Queue, the call that are answered came in 03.16.56 and lasted 1 min. 34 sec. which means until 03.18.30, and you seem to have a WrapUp time 15 Sec. on the Queue, then it is right that next call are answered at 03.18.45

You need to go through the Queue setup, on 8001 and 8008. What is the Ring Strategy, What is the Ring Time, What is the Time Out, what is Destination if no answer, who is the members of each queue, and lastly what is the WrapUp time?
Let us know, and we might be able to advise.

So yes, let the 3 extra Phones be logged into the Queue, (then the call will stay in the Queue for the Ringtime / Timeout period), or leave it as is, as the calls are answered, as soon as 1002 are ready for this.

Hope this helps

 

[Alejandro_3CX]

Hi @Gruhn a call in the queue will be forwarded to the destination if no answer when one of these criteria is met:

• The maximum waiting time is reached
• No agents logged in the queue
• Caller press * when on hold
• the maximum of callers in the queue is reached.

So if the agents change the status to DND then by default they are logged out.

Also avoid creating loops like forwarding to Queue B and then back to Queue A again.

 

[Gruhn]

I thank you for your responses. The only time this is activate is during their fish fry Fridays, thus I have to wait to see what occurs on a given Friday.

To answer your questions:

Ring style is ring all, with a ring time of 30 sec.
Wrap up time is 2 seconds as they are able to handle all paperwork during the call and are ready to receive immediately after a call ends.
It is a 16 SIM system; we had had the max callers set to the default of 0 but changed it to 30 to see if it made a difference - it hasn't.
I had tried it at 16 but it made no difference either.

I did have it as a loop (if the main Q ended it bounced to the priority q then directed it back to the main) but I changed it to terminate to one of the extensions. Hasn't seemed to help. I'm still seeing similar behavior but now the calls are just dead ending and ending at that extension.

A recent change I made is to adjust the SLA time from the default to 1800. Calls should only last between 1-3min. Even during heavy call volume we usually only have 10-11 waiting in the Q.