Call Queue Ring Time Out

[Chris8916]

We have a standard call queue and an issue we have is if an Agent has wandered away from their phone and not logged out of the queue or haven't finished wrapping up the last call / job.

What is the system designed to do on ring time out? Is it just pass to the next caller? if so is it also possible to kick that agent out of the queue until they are available again? 3CX as a whole is running well around the business, however my tech support guys who have the most calls are really struggling with the lack of features that seem to be offered by the call queue options (we do have the pro license so have all the options but they seem a bit basic)

 

[Panayiotis_3CX]

Hello @Chris8916

The Ring Time, Maximum Queue Wait Time as well as the Destination if no answer parameters can be configured to your preference.
You can also change the Wrap - Up time, SLA time, and the Maximum callers in each queue.

 

[Chris8916]

Pahayiotis what about action on ring time out? i.e. can we use it to kick a non responsive agent out of the queue

 

[Panayiotis_3CX]

Hello @Chris8916

The ring time specifies the ringing time of the call before it polls the next agent. There is no automation to log them out if they do not answer a call. If you have someone that monitors the queue i.e. a manager, they can manually log out the unresponsive agent.

There is an option however in the 3CX Windows client, to automatically change the status of the extension, after a specified time of being idle.
In the client double click on the account > Advanced Settings > Auto Change Status when idle



Also, please note that the Destination if no answer is effective if the Maximum Queue Wait Time is passed meaning that if the call is not answered by none of the agents.