Determine when no one is logged into the queue

[rayno_b]

Hi there,

1. Is there any way for me to be notified somehow when the call queue has no one logged in?
2. Is there a way for me to place certain extensions in the queue no matter what, when their status is "available"?

Thanks in advance,
Rayno

 

[VoIPTools]

1. Yes (sort of). Set an SLA on your queue and put your email address in the notification field. Since nobody is in the queue, your first caller will violate the SLA and you will get a notification. In my view, that's a little like closing the barn door after the animals have left, but that's the only built-in option.

2. No. Not without manual intervention. As a manager you can log people into the queue yourself, but there is no way to force people into the queue automatically... well, I guess you could . One of the few advantages of a ring group over a queue is that agents can't logout....

You could automate both of these requirements with a service that monitors queues and forces available agents into the queue. Provided you have agents that are "available" that would solve both issues. However, if you don't have anyone "available" and nobody logged into the queues, this same service could send you a notification. This service would have to utilize the 3CX call control API to perform these tasks.

 

[rayno_b]

Hi Matthew,

Thanks so much for your suggestions. The SLA option does work, but it's not perfect (as you rightly indicated). The problem is, that let's say I put the SLA seconds to 120 - if someone calls and don't hold that long (our clients are so impatient), then I won't know.

The automated service option using the 3cx Call Control API sounds like the best and most effective way to do this. Do you know if anyone has written such solutions that I can purchase, rather than going through developing this ourselves?

Regards,
Rayno

 

[mariosM_3CX]

Hello @rayno_b just a note on this.

You won't receive the SLA notification if no agents are logged in the Queue as calls will not be placed on queue, but rather will go directly to the destination if no answer. You can use the Queue call lost notification instead. Note though that this will notify you for abandoned calls even if there are agents logged in. When Max queue wait time is reached for example.
Of course this is kind of a workaround. In order to do exactly what you want you will need to use the API

Now regarding your second question, it's not very clear what you want exactly. Can you describe the scenario and in what cases you will want to do this?

 

[VoIPTools]

Hi Rayno, We can help. Contact me directly.