Chime or noise when call is in queue and agent is on a call

[seanrhudy]

Hello, we have a unique situation where a client would like an audible noise when a call is in the queue, from the Windows or web app. But they want this to happen even if they're already on a call on their desk phone. I know voiptools makes something for this, but they don't sell it individually and we can't justify the cost for this one feature. Any ideas?

 

[Charles_3CX]

Regarding your question, please note that this is not possible as this would be the same as trying to receive multiple calls from a ring group or queue

 

[leejor]

You are trying to get call waiting to work, yet 3CX still sees the extension as being engaged, so it will route the call to the next agent that becomes free. That is how a queue works, otherwise you are "nagging" agents to hurry up and get rid of the current caller, to get to the next call, which may very well be handled by someone else, who is actually finished.

 

[seanrhudy]

I did a test and even though I'm already on a call, I can see the calls in the queue from the Windows app. I wanted to see if there's a way to make that create a noise, that's all.

 

[Charles_3CX]

@seanrhudy Regarding your question, as mentioned, there is no way to make any noise on incoming calls from ring groups or queues when an agent is already on a call. You can visually see the call within the desktop app/webclient, but no audible representation of calls is possible.

 

[VoIPTools]

From the perspective of 3CX, a queue agent should not be pestered with beeping while servicing a caller. Rather, it is the agent's responsibility to care for the current caller as efficiently as possible so they can move on to the next caller. However, an argument could be made that notifying an agent of another caller waiting in the queue could provide additional incentive to wrap up the current call.

While this is not currently possible in 3CX, you could look at our 3CX Queue Notifier tool. This tool monitors queues and plays a beep (typically) through overhead paging when callers are waiting in the queue.

Another option would be to subscribe to 3CX events (using the 3CX Call Control API) and play a beep through your PC sppeakers or display a popup on the screen. We do something similar with our 3CX Emergency Notifier desktop alerts.

Finally, it is possible to build a custom solution using the 3CX Call Control API. We do something very similar with our 3CX Recording Beep tool. Essentially you need to detect that there are callers waiting in the queue, and barge into existing queue agent calls and play a beep every X seconds.