Calls in queue with no agents logged in

[Integra]

Currently on v20 U4. While testing incoming queue calls, we noticed that if there are no agents logged in, the call does not stay in the queue but rather gets forwarded off. What we would like to see is if it is possible for the calls to the queue to remain in the queue, and the agent can look at the queue and grab it, with the reason being that agents prefer to pick and choose the calls they would like to take.

 

[Alejandro_3CX]

Hi, this is the default behaviour and can not be changed. If there are no agents logged the system will forward the call to the destination if no answer.

They must be logged in the queue and the agents will be polled according the strategy used in the queue, they will be able to also pick up them if needed...

 

[VoIPTools]

If you scan the 3CX forums you will discover this is a common point of discussion. While there are ways to log a dummy user into a queue, this is a hacky approach that really messes with queue reports.

Philosophically, as a business owner myself, the idea of allowing staff to pick-n-choose the calls they want to answer gives me real heartburn. There may be some super-specific reason for allowing this approach in your customer's business, but it would be completely unacceptable in mine.

Still, I would be untruthful if I said we have never had a queue go unattended. In that case MAYBE keeping callers in a queue briefly might be acceptable -- if -- automated notifications pushed staff to hurry up and login before the caller gives up (for automated queue notifications see 3CX Queue Notifier)

You did not asked to be preached to, rather, you asked for a solution so I will leave you with this -- it is possible to log a dummy user into the queue. Search the forums for instructions. But I think you should go to your customer's management team and suggest they revisit the whole idea of having staff choose what calls they want to answer. That's crazy-talk in my opinion.