Call Queue - Prevent User Transfer Call to Self

Discussion in 'Ideas' started by deanril@yahoo.com, Dec 14, 2016.

  1. deanril@yahoo.com

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    There are many options for how the Call Queue transfers calls to Queue Agents.

    One being Longest Waiting. So we need some logic here:

    If Polling Strategy = Longest Waiting > Disable Agents from transferring Calls

    Longest Waiting to me is a fair way to distribute calls, however if they can transfer calls to themselves then the fairness is out the window and the 3CX Administrator now becomes the Call Center Police Man.
     
  2. deanril@yahoo.com

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    Ok we really need this you have a rule Longest Waiting it makes no sense if they can simply right click and pick up the call.
     
  3. Tertius

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    Hi again,

    Have you considered using the APIs made available. I'm pretty sure you can get this done as well i.e. distribute calls on Longest Waiting time, disregarding the native queue systems.

    Similarly, there are settings within each extension that allows for limiting rights to various components within the softphone i.e. different views and rights to take calls.