Do not disturb

[MrGlenn]

Hi ,

Before our agents/operators could set them self as "Do not disturb" so that they could log stuff and what not in case of a stressfull situation
this function made them stay in the queue but not recive any calls.

Now that is not working any more they are still in the queue but they still recive calls is there any way i can go back to how it was.

Since we still want them in the queue or else we might end up in a situation where 3cx promts no angents in queue and hang up the call

 

[NicholasP_3CX]

In the Forwarding rules of an agent, there is an option to Log out from the queues. Check if this option has not been unchecked.



The queues have always ignored the forwarding rules when you have a call coming into the queue, so an agent will not be able to be logged in to a queue, but not receive a call. The forwarding rules only apply for calls directly to the extension internally, or a call via a DID.

An agent will log out when this option is selected, and DND selected.

 

[MrGlenn]

In the Forwarding rules of an agent, there is an option to Log out from the queues. Check if this option has not been unchecked.

View attachment 38272

The queues have always ignored the forwarding rules when you have a call coming into the queue, so an agent will not be able to be logged in to a queue, but not receive a call. The forwarding rules only apply for calls directly to the extension internally, or a call via a DID.

An agent will log out when this option is selected, and DND selected.

But it was working like that a time ago, i know since i tested it and everyone was happy with it.
Since this function saved us alot of hazzel if all the agentens where set do DND we did not loose calls in the queue if all log out from the queue we will loose calls.


Is is possible to keep a call in the queue even when agents are logged out then??

 

[NicholasP_3CX]

It was always this way. This functionality hasn't changed, so it probably happened that not everyone was logged out at the same time.

You could easily just create an extension and always have it logged into the queue during the hours of the queue which wouldn't affect the other agents, and always keep the caller in the queue in case everyone is logged out at any given point.

The queue has always sent the call to the Destination if no answer when there are no agents in the queue.

 

[MrGlenn]

It was always this way. This functionality hasn't changed, so it probably happened that not everyone was logged out at the same time.

You could easily just create an extension and always have it logged into the queue during the hours of the queue which wouldn't affect the other agents, and always keep the caller in the queue in case everyone is logged out at any given point.

The queue has always sent the call to the Destination if no answer when there are no agents in the queue.

Well if you say so im pretty sure the user was still logged in to the queue and did not recive calls

well i could do that but we use round robin for calling the agents and that would add extra time for the caller? would it not?
since then the dummy agent would also recive calls? or am i wrong here?