Call Queue max waiting time and QCB question

[whiteym]

Hi All,
Just a quick one if someone has the answer. I'm looking into an issue for a client and I have noticed that when a QCB is in the queue for the max waiting time it is dropped by the queue as not answered. Shouldn't QCB's be exempt from the max hold time? Is there a way to avoid this as despite the queue having an overflow ring group when the max time is reached it just ends the call (since I assume that QCB's can't be moved to a ring group).
It also makes it difficult to determine who placed the call since the logs only show QCB which is a functions used quite often by this client.

 

[VasilisV_3CX]

Hi @whiteym,

You're correct that the QCBs can't be sent to another destination if the maximum queue wait time, the call back will become an abandoned / failed call back. You cannot exempt QCBs from the max queue wait time unfortunately.

 

[whiteym]

Thanks @VasilisV_3CX
Seems like they should be exempt from queue times as I can see it causing issues in the future. I'll let the client know, they may need to increase the max holding time.
On a side note, can a QCB be moved to another call queue or is it locked to that queue only? EG if I change the overflow from a ring group to a high-priority call queue will it still get abandoned?

 

[VasilisV_3CX]

Hi @whiteym,

The QCBs will be locked to the same queue they're in originally.

 

[whiteym]

@VasilisV_3CX
Thanks, figured it would be.