Call queue wrap-up time trigger (answered,ended or busy)

[jonpennell]

Good morning all,

When an extension is a member of a call queue and logged-in, if a call comes in and the extension replies "busy here" (because the agent hits the decline button, for example) the extension starts to ring immediately (well, within a couple of seconds) since it is still available.

I don't yet have the PRO version - and this may be enough to tempt me if... can someone explain (or preferably) test what happens if the wrap-up time for the queue is set to 30 seconds and a queue agent declines the incoming call? Does it honour the wrap-up time? Or still ring again within a couple of seconds.

The issue here is that call queues offer other advantages over ring groups (playing intro message, background music etc) which make them useful for scenarios other than call centres but if your job role doesn't "force" you to have to accept calls, it's very difficult to decline a call and logout from the queue temporarily before the device rings again.

I'm guessing that this will still be a no-go and that the wrap-up timer only starts on answer/end but it's worth a try. I really don't fancy spending money on a PRO license just to find out this doesn't work as, despite the successes with the mobile clients I've made, small issues like this may prevent me from being able to move my 3cx solution into production.

 

[YiannisH_3CX]

Hello @jonpennell

Please note that the wrap up time only applies if an agent has answered a call. In the event were a call is rejected the wrap up time value does not apply.
You can use a different polling strategy like prioritised hunt that will poll the agents in order. In this scenario if the agent rejects the call the queue manager will poll the next agent.

 

[jonpennell]

That's just not going to cut it unfortunately

I need the three "management" extensions to ring but allow individual extensions to stop their phones ringing for at least 30 seconds before the call is represented.

I have one other maniac idea which I'm going to play with later... if that doesn't work I'm going to have to rethink the 3cx deployment which is disappointing because I *love* the iPhone, WIndows and Android clients