Declined Queue Calls come back immediately

[360Justin]

Hello,

Let's say I have the scenario below:

Q: 850
Polling Strategy: Ring All
Ring Time: 30 secs
Target Agents Already on a call: off
Priority Q: off
Agents logged in: Agent1, Agent2, Agent3
3CX Version: V20 20.0.2.715
License: Pro self hosted
All agents are logged in via multiple devices (PWA, Physical desk phone, ios app)

When a call comes into this Q, all agents will ring. If Agent1 declines the call, Agent1 is immediately ringing again from that same Q call. I believe before V20 this did not happen. I can't find if there is a setting that needs to be changed, or is this a bug or is this the new way ring all for a Q works in V20? Also it doesn't matter if the call is declined via any of the agents devices, the call comes back immediately.

Before in V18, the Ring Time is what dictated when the agent would be repolled I believe, it seems that is not honored anymore possibly?

 

[bitn2]

If you choose ring all, than this is expected.

 

[Guillaume Bourgeois]

In the same scenario, in version 18, when an agent finished a call and the wrap-up time was set to 0 seconds, the system would wait for the next “ring time” cycle before checking their availability again and ringing if they were free. This caused a lot of confusion for customers.

Today, in version 20, as soon as the agent is free and the wrap-up time has expired or is set to 0 seconds, the phone rings immediately, which is great.

However, since it’s the same mechanism, if a user rejects a call, the system will check their status and, if they are available, it will ring immediately. Logical? (Yes).

The solution is that if the user is not available to take the call, they must change their status to logged out, which also makes perfect sense.

 

[360Justin]

In the same scenario, in version 18, when an agent finished a call and the wrap-up time was set to 0 seconds, the system would wait for the next “ring time” cycle before checking their availability again and ringing if they were free. This caused a lot of confusion for customers.

Today, in version 20, as soon as the agent is free and the wrap-up time has expired or is set to 0 seconds, the phone rings immediately, which is great.

However, since it’s the same mechanism, if a user rejects a call, the system will check their status and, if they are available, it will ring immediately. Logical? (Yes).

The solution is that if the user is not available to take the call, they must change their status to logged out, which also makes perfect sense.

Thanks for the info here. Appreciate it.