Call Waiting

[itnetworks.gr]

We have complaints with the annoying call waiting BEEP sound while on a call received via a call queue. I understand if I turn off "Accept multiple calls" to the agents, second call will not come and there will not be any BEEP sound. I am aware that the call waiting does not work in queues; however, I have enabled the option "Target agents already on call" at the advanced queue options because we want to know if there is a call and noone is managed to pick it up. Is there a way to disable the beep sound for the agents, while still indicating that the second call is on hold?

 

[NicholasP_3CX]

Thats pretty much what call waiting does. It beeps when a second call is incoming.

What you are requesting is to rewrite the whole process of call waiting of telephony.

They also do have the option of using the web client to use the wallboard to see that there are calls waiting in the queue, but once you enable targeting busy agents and they have accept multiple calls, it will beep for them and show the call on the screen.

I am aware that the call waiting does not work in queues

You are incorrect. This was the case in Version 18 but in Version 20 this was enabled due to popular request.

 

[Pefferey]

We too are dealing with complaints over the beep, I tested it out myself and it is quite disruptive. I understand the nature of this feature is to have the agent pick up the additional call and it's a nice feature to have. Is there a way to change this sound to something less disruptive or change the interval at which it notifies them?