Delay between Call Queues

[Cameron Murray]

Hi,

We are currently evaluating 3CX and came across an issue what would be a show stopper for us and I hoped there is a fix.

We use a tiered queue structure for our support team so that front line helpdesk staff are called first then after X period additional agents are included and so forth.

The issue is that when the call changes queues there is 3 - 4 seconds of silence and the hold music restarts.

Is it possible to manage the call queue changes in the background and maintain the hold music throughout the call duration?

Our escalations are fairly short 15 seconds so it would get annoying for the caller for it to reset that frequently.

Thanks in Advance.

 

[YiannisH_3CX]

Hello @Cameron Murray

I would recommend looking into changing your polling strategy and adjusting the ring time inside the same queue. You can set it to "prioritized" hunt or "hunt by threes prioritized" where the queue will poll the agents in a priority. The the ring time expires the next set of agents will get polled.

 

[Cameron Murray]

Hi

I will look at this. How can we work around the hold music resetting when the queue changes?

The delay we can deal with the hold music is the bigger pain.

 

[YiannisH_3CX]

Try creating a playlist and use that for music on hold for the Queues and see if that resolves your issue. This way the music will continue playing into the next queue. There will still be a gap while the queue is switching but the music will not reset. Furthermore you can add multiple songs per playlist if you like or just the one you are using.

 

[Cameron Murray]

Hi,

I tried the playlist however the music still starts from the beginning for each queue. We want an audio file to commence when the call enters the system and continues until it leaves the system

Having the audio stop and restart on every queue change is very unprofessional.

We also need a proper way to reduce the amount of silence between queues when using a empty "Please_Hold.wav"

This is things that Asterisk has had since early days and surely 3cx would have a priority?

 

[YiannisH_3CX]

Please note that when using a playlist the PBX will create one continuous stream of music for all queues the playlist is used for. The music will not start over once a new caller joins the queue and will continue to play even if a user is transferred to another queue. Try restarting your Audio provider and media server service and try again.
The PBX used this method to preserve resources as having a audio stream for each caller would cause a significant strain on a busy server.
If you require additional functionality you can always create a feature request to our ideas section of the forum where it can be upvoted by other users and evaluated by the appropriate department.