Click2Talk feature with Call Que not working

[pbomboy]

I have setup a que group, added agents. Calls ring to the agents. I setup Click to call and enabled phone call. The user only sees an option to chat. No phone icon. This feature works fine with individual users, but I can't get in to work with queues. I'm on V18

 

[VasilisV_3CX]

Hi @pbomboy,

Are you using the Wordpress Live Chat or the HTML generator?

Is the chat set up to allow escalation to audio calls as well?

Is the agent taking the chat?

 

[pbomboy]

I assume the HTML Generator. I did not install anything, this is an Amazon LightSail Build.
I am not sure how to allow escalation to audio calls. I selected the option for Allow Phone call like I did with an individual user.
Make no difference if agent connect and chats or not.
My end goal is to setup a link to a call que for each department. I really do not need chat, just the click to call a que extension, or ring group.

 

[VasilisV_3CX]

Hi @pbomboy,

Did you follow the process from this link? https://www.3cx.com/live-chat/code-generator/

In the Chat Settings you select if you'd like to allow Audio and Video calls. Did you follow the steps listed here?

 

[pbomboy]

No I am not using the live chat feature. I was using the Click2Talk/Click2Meet tab on the Call Qes group.
It says not software required, just a browser. Am I missing something. It works perfectly with individual users.

 

[VasilisV_3CX]

Hi @pbomboy,

How did you integrate the chat to your website?

If you have an agent in the queue "take" the chat, the icon will appear to start an audio call.

 

[pbomboy]

I see. If I setup live chat instead.. Can I create a call only Icon so a client call the que or a ring group? Or this there a better way

 

[VasilisV_3CX]

Hi @pbomboy,

There is no way to call the call queue straight from a chat that no agent has taken. The agent must take the chat in the Web Client / Windows Client / Desktop App and only then will the call feature become available.

 

[pbomboy]

Is is available under users click2talk without joining the chat conversation. I assumed they worked the same.

 

[NickD_3CX]

I see. If I setup live chat instead.. Can I create a call only Icon so a client call the que or a ring group? Or this there a better way

This can be done, but only if you integrate it with your website using the HTML Generator or Wordpress Live Chat Plugin.

There you can select "Phone only" and on your website it will appear like this:


By pressing this button, it will ring the Queue (or whatever you have configured it to) just like if you had called the Queue from another extension.

 

[pbomboy]

When I select the option for the HTML code generator it takes me back to the original page that has no links for the generator. Do you have the correct url?

 

[NickD_3CX]

This is the correct link:
https://www.3cx.com/live-chat/code-generator/

When you access it, you should see this:



Then in the next steps, you get this option: