Call queue notification

[Algodigital]

It seems that 3cx webclient and system does not have a way to warn the agent when there are unanswered calls waiting in the Queue.
I hope 3cx develop this feature as soon as possible, because I think it's important and I don't want to buy thirdy part expensive plugins or tools.

 

[Evolute IT]

It seems that 3cx webclient and system does not have a way to warn the agent when there are unanswered calls waiting in the Queue.
I hope 3cx develop this feature as soon as possible, because I think it's important and I don't want to buy thirdy part expensive plugins or tools.

Well normally the agent would ring if a call is waiting.

Oh, Switchboard also is for that.

 

[Algodigital]

I think you did not unsertand, I said "unanswered calls waiting in the Queue" i.e. the agent is already occupied in a conversation, and in the meantime another call arrives: the agent should go on switchboard to notice it, there is no warning or sound indicating that there is another call waiting.

 

[Evolute IT]

I think you did not unsertand, I said "unanswered calls waiting in the Queue" i.e. the agent is already occupied in a conversation, and in the meantime another call arrives: the agent should go on switchboard to notice it, there is no warning or sound indicating that there is another call waiting.

Why would it? The agent is just answering calls, he's not managing who's call he picks up or when to hangup to get the next one...

I used to work in call centers and nobody had warnings about waiting calls, just a number on the switchboard.

 

[Algodigital]

Why would it? The agent is just answering calls, he's not managing who's call he picks up or when to hangup to get the next one...

I used to work in call centers and nobody had warnings about waiting calls, just a number on the switchboard.

since if the agent knows that there is another call waiting, he can avoid going too far into the current call. In voiptools they have developed a tool called the Queue Notifier, so obviously the question is not as irrelevant as you think.

 

[Evolute IT]

since if the agent knows that there is another call waiting, he can avoid going too far into the current call. In voiptools they have developed a tool called the Queue Notifier, so obviously the question is not as irrelevant as you think.

Well in this case I'd go with the 3rd-party because no, 3CX cannot do this natively and while you can post it in Ideas, the chance of it being implemented when there's already a 3rd-party doing it, it's pretty low.

Yes, IMO this is useless but I understand it might be useful in some cases.

 

[Algodigital]

Too bad the third-party suite costs $999.
Also I can't even implement it because you have removed the Call Control API. Also read this post for greater clarity:
https://www.3cx.com/community/threads/queue-notification.55316/

 

[Evolute IT]

Too bad the third-party suite costs $999.
Also I can't even implement it because you have removed the Call Control API. Also read this post for greater clarity:
https://www.3cx.com/community/threads/queue-notification.55316/

Have you tried a manual BLF (no template) monitoring the Q extension? It works with IVR and ring groups.

The API is still there, simply undocumented and not supported because it does not check any validation so you risk breaking the system if a mistake is made.

 

[Algodigital]

Have you tried a manual BLF (no template) monitoring the Q extension?

how could i get this?

 

[Evolute IT]

how could i get this?

Login into a phone that has only 2-3 BLF, add one manually to monitor the queue extension (type BLF, value <Qext>) and see if it turns red when a call is waiting. It might be a start.

 

[Algodigital]

We don't use real phones. We use your webclient. When I try to set a BLF on webclient, only real extensions are in dropdownlist, not the Q extension. I hope I explained well.

 

[Evolute IT]

We don't use real phones. We use your webclient. When I try to set a BLF on webclient, only real extensions are in dropdownlist, not the Q extension. I hope I explained well.

Okay if you don't use phones don't forget that. BLF is only for deskphones and softphones (Windows/Mac only).

And no the queue wouldn't appear. As I said, you have to set it up manually on the phone web UI (either Yealink or Snom or whatever else you would be using). Since you don't use deskphones, it's not an option.

 

[Algodigital]

Since you don't use deskphones, it's not an option.

.
So, please implement this feature and 3CX will become nearly perfect .

 

[wsd-tim]

Haha, don't think 3CX will ever be close to nearly perfect new innovations outpace development. For us who cant be bothered with FreePBX.

Windows App can add BLF keys. Would that work for you?

If you're really desperate, and skilled in .net, Call Control is not dead, just extremely frowned upon by 3CX staff. I have attached client and server side documentation for you. Actual files can be found on the interwebs should you search the right terms.

 

[Algodigital]

wsd-tim I wish to thank you very much for giving me the documentation of Call Control API. I hope this API still works with latest 3CX version. Thanks again!