Calls get lost in queue when agents are on DND

[Mitch Keijbets]

Hi,

We have the following issue. We have a customer whom uses a call queue for the customer support center (4 agents). They sign on the the queue to get calls. When all the agents a in call, new callers are placed in the queue. But something the agents go on DND to take a break or have lunch. When all the agents are on DND (logged out of queue) we see new calls being dropped: Lost Call in Queue Klantcontactcentrum (800) from Caller ID xxxx. Is it possible to keep new callers in the queue while the agents are on DND? Of can they use a different status to be signed on to the queue but not get a call? So the calls are not being dropped?

 

[apostolis_3CX]

Hi,
In the queue settings have you set the destination if no answer? What is the configured destination?

 

[VoIPTools]

When your agents select DND they are automatically logged out of the queue. If you have no agents logged into a queue callers will be sent immediately to the "Destination if no answer". There is no way to get around it.

 

[apostolis_3CX]

When your agents select DND they are automatically logged out of the queue. If you have no agents logged into a queue callers will be sent immediately to the "Destination if no answer". There is no way to get around it.

In order for an extension to auto log out from the queues, the appropriate option must be selected in the extension's settings. Extension > edit > Forwarding rules > Select status DND from the dropdown list > select option "Log out from queues" > OK.

This option is by default selected for status DND.

 

[Mitch Keijbets]

So the customer needs to avoid DND? Is there another way to stay in the Q but not get calls? I know cisco CTI toolkit offers a status like Tier and Update. Does 3cx have something simelar?

 

[apostolis_3CX]

Hi Mitch Keijbets,

First of all we need to know how you want the calls entering the Q, while all the agents are unavailable to be handled.
For instance if all the agents are taking a break for 30 minutes do you want the caller to be on hold for that long? My opinion is that he will eventually hang up resulting also in a missed call. If the License is Pro you can take advantage of the callback feature. You could also forward the call to an external number, a voicemail or a mobile phone. Maybe you prefer to forward the call to an IVR where the caller is informed about the break and more options can be presented to the caller.
If the agent is in DND status but he is logged into the Q then his phone will be polled and will keep ringing until The Ring Time of the Q is reached. Then the call will be forwarded to the "Destination if No answer".

Please advise for the preferred behaviour in this case.

 

[Mitch Keijbets]

We want the callers to be in the Q and not being dropped when a user goes on DND. Can't I use a dummy extension to keep the calls alive?

 

[apostolis_3CX]

Yes you can. But to make this work you will have to register the dummy extension using an android phone once to enable PUSH for this extension. Once you have done the above, add the dummy extension to your queues, make sure the dummy extension is in available status and logged in to the queues, remove the dummy extension account from your phone and you are ready. Now the queue manager once all of the actual agents are on DND will keep the call in the queue using PUSH to poll the dummy extension.