Solved Email template customisation

[KWS Jordan]

Hi there,

Is there a way to add in a variable to the "Queue: call is lost" template for the extension's first name and last name? I've snipped what s there by default:



A name would be much more user friendly to find out quickly who had tried to get in touch via the call queue. Additionally, if there's a way to send an email to alert the caller about the call being dropped, that too would be great. Appreciate any advice you're able to give.

 

[Evolute IT]

Hi there,

Is there a way to add in a variable to the "Queue: call is lost" template for the extension's first name and last name? I've snipped what s there by default:

View attachment 25240

A name would be much more user friendly to find out quickly who had tried to get in touch via the call queue. Additionally, if there's a way to send an email to alert the caller about the call being dropped, that too would be great. Appreciate any advice you're able to give.

A lost Queue call never reached an agent so there's no firstname/lastname to get anyway.

 

[KWS Jordan]

A lost Queue call never reached an agent so there's no firstname/lastname to get anyway.

If it's able to retrieve the caller ID for the extension calling in then surely it should be able to get the first name and last name associated to that extension?

 

[Evolute IT]

If it's able to retrieve the caller ID for the extension calling in then surely it should be able to get the first name and last name associated to that extension?

A internal extension to extension call is not the same as an external call going to a queue.

This is just not possible.

 

[KWS Jordan]

A internal extension to extension call is not the same as an external call going to a queue.

This is just not possible.

Grabbing those credentials for an internal call doesn't sound like it's beyond the realms of possibility. If the functionality doesn't exist currently then it would be handy for it to be looked into.

 

[Evolute IT]

Grabbing those credentials for an internal call doesn't sound like it's beyond the realms of possibility. If the functionality doesn't exist currently then it would be handy for it to be looked into.

But then, why someone internal would call a queue? That doesn't make sense.

If you need Missed Call email, it's not the same.

That email (Queue Lost Call) will NEVER have any names to get.

 

[KWS Jordan]

But then, why someone internal would call a queue? That doesn't make sense.

If you need Missed Call email, it's not the same.

That email (Queue Lost Call) will NEVER have any names to get.

I don't see how that doesn't make sense, an IT Support call queue, for example, is far more likely to receive internal calls regularly than external ones. Being able to see a caller's name quickly would be handy.

 

[Evolute IT]

I don't see how that doesn't make sense, an IT Support call queue, for example, is far more likely to receive internal calls regularly than external ones. Being able to see a caller's name quickly would be handy.

Well, you're the only one thinking like that. And caller name is already there in the missed calls if needed in this case.

@JohnS_3CX

 

[KWS Jordan]

Well, you're the only one thinking like that. And caller name is already there in the missed calls if needed in this case.

@JohnS_3CX

I don't think I'm unique in thinking it would be handy to have an email alert for the lost call in queue that could be a bit more in depth about the caller at a glance.

If people are on walkabout handsets e.g.Yealink W56H then having an email is much easier to read quickly in terms of missed calls than the phone itself so this would be a good QoL feature.

 

[NickD_3CX]

I have been watching this thread.

Basically the functionality you would want could be shortly described as, you would like the "Caller ID" of Missed Queue Calls to be checked against the Company Phonebook and Internal Extensions, and if there is a match, additionally to the other information in the Missed Queue Call Email, also include the resolved name.

I don't find a bad idea personally, however I will agree with Frederick somewhat, most Queues I have see on customer systems, small and large, are usually for receiving calls from external numbers.

Anyhow, you could ask your 3CX Partner to post this on your behalf in the "Ideas" section:
https://www.3cx.com/community/forums/server.73/

As the questions has been answered, whether this can be resolved or not, I will go ahead and lock this thread.