Call Queues

[MH-Nottingham]

Set a new call queue to test. The idea is, the outside line comes in and dials my phone, if I fail to answer it bounces to colleagues extension.

Queue line set to me only



Destination if no answer is set my colleagues



I tested it and fails to work in the above order. The call just routes to another queue.

Any pointers please?

 

[Saqqara]

Are you logged into the queue ?.

 

[AWS2P]

Perhaps add DID to have incoming calls going into the Q .

 

[JohnS_3CX]

Hi,

Not sure why you used a queue here if only you and your colleague will answer calls on this DID, it could be done via a formward on your extension if no-answer within X seconds.

Even so, you should simply add yourself 1st and your colleague 2nd in the queue, and set the strategy to prioritized hunt, and adjust the ring time and maximum queue wait time according your needs to send the call in the correct destination in case neither of you answer. You will also have to ensure you are logged in as mentioned by other forum members above.

The DID must be set on the trunk to or inbound rules to hit the the queue you want.

 

[MH-Nottingham]

Did the queue to test DDI from outside.

I have done the DDI:



Put both me and my collegues into the call queue but it still fails. When DDI is called, call goes to the main queue - 8000, despite this being extesion queue 8002?

Inbound rules show following:

 

[BenMcClements]

Check that you are logged into the queue.
Open the 3CX Client on the computer, go to switchboard. The icon next to the settings cog.
In here, you will be able to see all the call queues and who's logged out/in to them.
Right click your extension, and click login to queue.

You may also want to check that there are no conflicting queues already in place.

 

[MH-Nottingham]

done that - still no joy

 

[Saqqara]

check the activity log, and see what number is being passed to 3CX, your DDI number / format maybe incorrect.

You can use an asterisk at the beginning i.e. *12345678 which catch 00112345678 , +1112345678

 

[MH-Nottingham]

still no joy...arrrhhhhhh

Any got this working and if so do you have screenshots please?

 

[JohnS_3CX]

Hi @MH-Nottingham

If the issue is that the call never reaches the queue in the first place, then there's no point really in adjusting the queue settings. You can call your queue internally if you just want to make sure it operates as intended.

No on to the call flow, we should look more into how the call is supposed to reach the queue in the first place. I imagine you must have an inbound rule or at least a trunk with this DID and set with a destination. For example I have a trunk set up like so:



..such that if someone calls that DID it will reach John Doe. Hence if this works, then changing it over to a queue should also work. Can you confirm that this step is doable at least?

 

[FS_Mathieu]

Hello @MH-Nottingham

Do you have any other DID in your system ? And do this queue 8000 is the first entrance after the trunk ?
Can you maybe try first to send the DID to an unique extension ?

Mathieu