Call queue SMS issue

[LRITSDM]

We have a call queue that has been in use for a few months with 5 agents and there have been no issues with SMS.

Recently, two new agents were added to the queue but these new agents are having an issue where nobody else in the queue can see conversation threads that they start.

Is there a limit to the number of agents that can use a did for SMS or are we missing something else?

 

[YiannisH_3CX]

Hi @LRITSDM

If the conversation is initiated by an agent then no one else can see that conversation. That is how it should be for all users. When a user initiates a conversation then that conversation is not part of the queue. The user needs to transfer the conversation to the queue though. Is this what you mean ?

 

[LRITSDM]

Right, normal behavior is that the other queue agents cannot see messages when sent but they can all see when a reply comes in to that thread.

For this case, the replies are not being seen by other queue agents even when the thread is then transferred to the queue.

 

[YiannisH_3CX]

Right, normal behavior is that the other queue agents cannot see messages when sent but they can all see when a reply comes in to that thread

Not if the conversation is initiated by a user. Then messages can only be seen by them. If you then transfer the conversation to a queue then all queue agents should be able to see the messages unless someone takes the call.

Make sure that no one takes the conversation from the queue.