Solved Call Queue - Pressing Star Does Nothing

[corriganc]

Hi,

Saw a few other posts about pressing * sending to the "Destination if no answer". Unlike those posts, this behaviour works perfectly for what we need. I've added a repeating message to the hold music that tells them they can do this if they wish so that they're aware.

However, for some reason, pressing * does absolutely nothing. I've tried calling in from my mobile as well as calling the IVR which puts you in the queue directly from one of the internal extensions but nothing happens.

Is anyone aware of any setting that would have disabled this function? We don't currently have any outbound routes set up if that makes a difference?

Thank you in advance.

Callum

 

[JohnS_3CX]

Hi Callum,

Try calling into a queue extension using the webclient, then press * when the music on-hold starts.

 

[corriganc]

Hi Callum,

Try calling into a queue extension using the webclient, then press * when the music on-hold starts.

Hi John,

Thanks for the reply.

For some reason, when I call the ring group extension, it doesn't place me in the queue and give me hold music, it just gives me a dialing tone.

When using the webclient and calling the IVR extension and then selecting 1 which places it into a queue for the ring group, the star key is actually disabled.

Any ideas?

Also, I'm new to 3CX, so apologies if I'm referring to things by the incorrect names.

Thank you.

Callum

 

[JohnS_3CX]

HI Callum,

So just to clarify, have you created a Queue or a Ring Group?

 

[corriganc]

It's a ring group that then places the customer on hold while it calls all the extensions. I thought that was a queue?

 

[Saqqara]

The * option is a function of 3cx queues, and not ring groups - this is why it does not work.

To use queues, you require Pro or Ent license