Click2Talk with ACD - no phone or video button

[Sean Brown]

I have enabled click2talk on my personal extension and it works perfectly fine with the chat - shows phone and video buttons -- works exactly like you'd expect.

When I enable the same click2talk settings on my call queue, the only thing that shows is chat... no phone or video button, even though the queue is setup to explicitly allow this.

 

[Constantinos Constantinou]

Hello @Sean Brown ,

On queue scenarios, the take ownership functionality is considered for the phone and video buttons. As a result, those buttons will be visible only after an agent "Take" the conversation with the Website Visitor.

Please let me know if you have any other query.

 

[Sean Brown]

I'm trying to figure out the logic in the "take conversation" -- I understand it for chat.... ACD functionality would handle the voice/video part without incident.... We are trying to have a "talk to us" link which launches call/video. Chat is not needed.

 

[Constantinos Constantinou]

Hello @Sean Brown ,

We have a dedicated mode that you can have the phone only on your site. You can click that button and a phone call will be initiated (video only mode is not available). You can have this option either by installing the WordPress plugin if you are on WordPress or configuring the Live Chat and Talk on your own website by using our script.
Click2Talk on Management Console does not provide all those configuration options. As a result, for more advanced scenarios, it is suggested to follow one of the two options.

https://www.3cx.com/docs/manual/live-chat/
https://www.3cx.com/docs/manual/live-chat/