Changing Queue Behavior

[LxLiberty]

Hi everyone,

My system has a specific queue that only has 1 user in it (user1). The problem is that, sometimes, user1 will not be present or will need to step away for a while and the other users will need to physically go to the phone to answer the phone. What I want is a way for the users to be able to send the calls coming from the queue to user2 and user3 for example.

If possible, is there a way to do this :

A) Manually (BLF, logging / unlogging from a queue, etc.)
B) Automatically, by following business hours.

I have thought about adding user2 and user3 to the queue and asking them to manually log in the queue when they need, but I feel like there's probably a better way to do this.

 

[VoIPTools]

There are so many different ways to handle this. You could have the queue destination no answer route to another queue that includes everyone, or employ a prioritized hunt polling strategy. The advantage of the first option is that you, as a manager, would know how may calls were missed while the primary agent was unavailable. The advantage of the second is that it is transparent to everyone -- provided all agents are logged into the queue.

 

[LxLiberty]

There are so many different ways to handle this. You could have the queue destination no answer route to another queue that includes everyone, or employ a prioritized hunt polling strategy. The advantage of the first option is that you, as a manager, would know how may calls were missed while the primary agent was unavailable. The advantage of the second is that it is transparent to everyone -- provided all agents are logged into the queue.

Hi, thank your for the response.

I think I would go for the queue destination no answer route to another queue that includes everyone, because user2 and user3 are not taking any calls from the queue on a normal day. Only 1 or 2 nights a week.

If I do put a backup queue as the no answer destination, will it be respected when my user1 goes on DND that has the "log out of queues" activated ?

As of right now, even when user1 goes on DND, the phone still rings when you call the queue. My worry is that even after i've configured a backup queue and put it in the no answer destination, the call won't actually go the backup queue.

 

[VoIPTools]

You can set what happens in queues when a user sets their status. If you don't want them to be logged out of the queue and continue to receive calls, you can do that at the user/status level.

 

[LxLiberty]

You can set what happens in queues when a user sets their status. If you don't want them to be logged out of the queue and continue to receive calls, you can do that at the user/status level.

I understand, but what i'm saying is, user1 has "log out from queues" enabled on her DND, and when she is on DND and a call comes through the queue, her phone still rings.

If I want to set this up, I would want her DND to make the call go to the No Answer destination which would be a backup queue.

Is there a way to confirm, from the admin console, if a user is actually logged in or out of a queue ?

 

[NicholasP_3CX]

Enable yourself as a queue manager and then you can see if they are in the queue or not.

 

[LxLiberty]

Enable yourself as a queue manager and then you can see if they are in the queue or not.

Thanks for that. I have tested it and the "Q" icon on the Team tab disappears when user1 is on DND.

If user1 is the only user in said queue, should the call be going to the no answer destination directly when a call is placed or am I missing something ?

 

[NicholasP_3CX]

Yes, if there are no agents logged in to the queue, the Destination if no Answer is triggered immediately.

 

[LxLiberty]

Yes, if there are no agents logged in to the queue, the Destination if no Answer is triggered immediately.

I have just tested this and everything works like I wanted it to. Not sure what happened during my initial test where the calls were still going through, but i'll attribute it to human error on my end or the DND not being set correctly.

User1 goes on DND and the call goes to no answer destination (backup queue).

Thanks Nicholas, you help is appreciated.

Say hi to Stick for me