Can agents log out of queues automatically when on a call?

[SkyWireDavis]

v16.0.619
Cloud Hosted

All of my agents are logged into multiple queues. I just noticed that calls are waiting the full DNA timeout before routing out when all of the agents are on calls. I see that the agent statuses are 'Available (is busy now)' and they are showing as logged in when I check each queue. I had expected that they would be logged out of the queues when they were on a call, but I'm not sure my expectation was correct.

Is there a setting that I configured incorrectly somewhere? It seems unreasonable to ask my agents to be constantly queuing in and out manually. My goal is that I don't want callers to wait in queues 2, 3, or 4, when all agents are busy with calls in Queue 1.

Thanks!

 

[YiannisH_3CX]

Hello @SkyWireDavis

Queue agents are not logged out of the Queue when on a call. A queue can have on agent which is on a call and have callers waiting in the queue. That is how the system is designed and that is why there is a queue timeout.
If do not want callers to wait for a queue member to be available then reduce the timeout so they are transferred to the next queue.

 

[SkyWireDavis]

Ok, thank you for the quick response. For now, we'll reduce our DNA time to at least reduce the wait time before those calls are routed out to our third party call center.

As the external call center is configured as a dummy extension with their phone number set as the mobile number, I think I might be able to get the same behavior I'm looking for by adding that dummy extension to the lost slot in each hunt group.