Call Queue

[mohan.vineeth1988]

Hi,

I just wanted to have clarity on this case.

We have a customer service with english and arabic option available. I have created Call Queues for both Arabic and english added to it.So does the system check if the extension is busy and reroutes the caller to available agent in the same queue. Please let me know the cases of agent logout, busy, not available, away, DND.

 

[VasilisV_3CX]

Hi @mohan.vineeth1988,

I implore you to take a look at the Academy section on Call Queues here.

So does the system check if the extension is busy and reroutes the caller to available agent in the same queue. Please let me know the cases of agent logout, busy, not available, away, DND.

The system reroutes the caller to the available agent based on the polling strategy chosen (as highlighted in the Academy link above).

Find out more about Extension statuses and their effects on the call, click here.