Solved Call queues displayed in the web client instead of the dummy extensions for voicemail?

[Rich.Hopkins]

As per the title - Is it possible to have call queues displayed in the web client instead of the dummy extensions for voicemail?
i.e. 204 is the number for our credit control dept. but because there’s still no voicemail for queues, this overflows to dummy ext 904 for customers to be able to leave voicemail if not answered.
Agents of call queue 204 then have to log in to the 904 extension to be able to listen to the voicemail.
We enable this by having their personal extension in the web client and the 904 extension in the windows client.

Problem is we often get users just sending calls straight to voicemail rather than the call queue as it’s displayed in the web client.
Users in the CC dept then complain they didn’t get the call (rightly so as it didn’t ring the queue).

Considering making the 901-906 dummy extension ex-directory as lost count of the amount of times I’ve told them that the queues are 201–206 and not to use the 901-906 numbers unless you want to put the customer straight to voicemail!

 

[VasilisV_3CX]

Hi @Rich.Hopkins,

Is there a reason why using the Queue's mailbox is not an option? It will email all of the agents in the queue with the voicemail attached.

 

[Rich.Hopkins]

We have no speakers on the PC's in the office as it's open plan. They don't like headsets and wouldn't be able to listen to the message.
Plus, we tried this with laptop users which resulted in multiple different (sometimes contradicting) replies from users who didn't know the voicemail had been handled by someone else!

 

[VasilisV_3CX]

Hi @Rich.Hopkins,

Agents of call queue 204 then have to log in to the 904 extension to be able to listen to the voicemail.

I thought they were listening to the VM once logged in to 904, that's why I suggested just getting the VMs via email.

What you can do to hide the 904 extension instead is, in the Extension >> Rights, remove all of it's rights - specifically those about presence such as 'Show presence to group members', now it should not appear to other users. This won't mean you can't call 904 specifically, just that it won't appear for users to accidentally send calls there.

 

[Rich.Hopkins]

I've just looked at this and confirm all it does is not show other users who you are on a call to.
To hide the extension altogether, you need to go to Extensions > Extention > Options > Options & choose Hide this extension from 3CX company phonebook and 3CX Apps.

 

[Rich.Hopkins]

I've just looked at this and confirm all it does is not show other users who you are on a call to.
To hide the extension altogether, you need to go to Extensions > Extention > Options > Options & choose Hide this extension from 3CX company phonebook and 3CX Apps. View attachment 27987

Although on refreshing the web client, it's still there! :O Double checked I'd clicked save after ticking the box too.

 

[VasilisV_3CX]

Hi @Rich.Hopkins,

Remove the 904 extension from all groups, so it isn't in any group.

 

[Rich.Hopkins]

Removed from DEFAULT group - That's got it. Thank you.

 

[VasilisV_3CX]

Sure thing @Rich.Hopkins! If you require anything else feel free to open a new thread!