Solved Delay between notifications in a Call Queue

[SebDomSD]

Hello,

I have a call queue with only one agent (others are added at peak times).

When a call comes in, the agent is notified. If she does not answer, being alone, the agent is notified again.

Is it possible to add a delay between the two notifications? It makes the phone ring 4 times, wait half a second and then ring 4 more times. This gives the impression that the phone is always ringing until answered.

The wrap up option only works when the call has been answered.

Thank you.

Sebastien

 

[ChrisC_3CX]

When you say notified do you mean by the Phone ringing? If yes, you can't add a delay on the 3CX end but you could probably try different ringtones for the IP Phone, perhaps some or at least one of them has a sufficient gap in between rings.

You can change ringtones from within "Extensions >> Edit >> Phone Provisioning >> Configure default ringtone". Remember that you will have to reprovision the IP Phone every time you change the ringtone for the changes to take effect.

 

[SebDomSD]

Yes, indeed, it is when the phone rings.

I'd like there to be a delay before the phone rings a second time. Ideally, if the one agent does not answer, the caller stays in the queue and the agent is notified again that a caller is in the queue, say 20 seconds later.

Is this possible?

Currently, the phone rings for 20 seconds to notify the agent. If he doesn't answer, being the only agent, the phone starts ringing again immediately, which gives the impression that the phone is ringing continuously until the agent answers...

 

[ChrisC_3CX]

I'm afraid this is not possible to configure in a queue, but, I guess you could do something like this:

• Configure the call queue's master timeout to the lowest value possible which is 15 seconds.
• Have the "Destination if no answer" of the queue to route to an IVR that plays the same music on hold as the queue.
• Have the "Time-out" of the IVR set to something like 20 seconds and then route back to the Call Queue.

Do bear in mind that this will of course affect Call Queue statistics resulting in more than one abandoned entries for the same call that will probably even get answered in the end.

 

[SebDomSD]

Seems a great work around. Thanks for the tips.

I'd be nice to be able to have this feature integrated into queues.

Sebastien

 

[VasilisV_3CX]

Sure thing @SebDomSD, feel free to open a new thread if you require any further assistance or information.