change status in queue

[acrosscommunity]

Here is the scenario I want to configure:

I have a queue with only one assigned agent. When the agent is in the “Available” state, they can receive inbound calls. After a call ends, the agent needs time for after-call work. This after-call work duration is unpredictable – it might be 1 minute or even 1 hour. During this time, I do not want the agent to receive new inbound calls. However, I want the inbound calls that enter the queue to wait according to the “Maximum queue wait time (seconds)” setting.

In version 18, I recall that if the agent switched to “Do Not Disturb” or “Away” after a call, the inbound calls would remain in the queue. But in the latest version, the behavior seems to be different.

I have tested the following two scenarios:
1. In the User > Call Forwarding > Do Not Disturb or Away tab, I did not check “Log out from queues”. Then I changed the agent’s status to “Do Not Disturb” or “Away”. When a call entered the queue, it was immediately routed to the agent despite their status.
2. In the User > Call Forwarding > Do Not Disturb or Away tab, I did check “Log out from queues”. Then I changed the agent’s status to “Do Not Disturb” or “Away”. When a call entered the queue, it did not stay in the queue; instead, it immediately followed the setting in Queue > General > Destination if no answer.

As mentioned above, what I need is for inbound calls to remain in the queue (up to the Maximum queue wait time (seconds)) while the agent is not in the “Available” state.

Could you please advise how I can achieve this configuration in the current version?

 

[paulodagraca]

Hi,

I do not think this is a new thing, this has always been the case.

Here is a link to the same type of question around Oct. 2020:
https://www.3cx.com/community/threa...e-when-no-agent-is-currently-available.77047/

Not sure if there is any workround?

Paulo

 

[VoIPTools]

If there is only one agent logged into the queue, and you do not want their phone to ring (excluding the built-in wrap-up feature), then the user will need to logout of the queue. This can be done automatically by specifying the desired extension/status setting. But as you know, if there are no available agents in the queue, the call will instantly be routed to the "no answer" destination.

There is no work around for this that I can recommend. There are some hacky approaches to ensuring there is always an agent available by adding a dummy extension to the queue, but it really messes with queue reports.