Emergency queue notify agent

[Johan Klaus]

Goodafternoon,

For a GP practice we have the next challenge.

There are 3 agents using the 3cx windows app (version 16.3.0.264)
In the IVR option 1 go`s to a priority queue (Emergency) with these agents in it.
But if they are in a call they don`t see or hear that there is an emergency call
And if they are available they can only see it on the app (no other ringtone)

Is there a way that while in a call they can hear a other ringtone for this queue?
And with this. Park the current call and pickup the emergency line?

Thanks in advance!

 

[VasilisV_3CX]

Hi @Johan Klaus,

The best way to do this is to rename your priority queue to EMERGENCY for example, then have the agents watching the Panel view, when they see a call come in that is an emergency, put them on hold and answer it.

Is there a way that while in a call they can hear a other ringtone for this queue?

I'm afraid not.

 

[VoIPTools]

As @VasilisV_3CX mentioned, there is no way to do this with a queue (out-of-the-box). It is possible, but not recommended, to get an audible tone in your ear using ring groups -- IF -- use an unsupported parameter ALLOWUSEBUSYOPTFORGROUP= 1. However, I am quite sure that 3CX will jump in and recommend you not use this setting because it has "known issues". So, you can try it, but it is not recommended.

The other option is to write a service that uses the 3CX Call Control API to subscribe to events and effectively monitor for calls in the queue and then push notifications to the client. This could be a popup, an email, SMS, or overhead page. We do this with our 3CX Queue Notifier tool. With this tool, you set thresholds for the number of callers that can be waiting in a queue, or the max hold time, and when these thresholds are exceeded it will perform a page and say something like "you have 3 callers in the Emergency queue, the longest hold time is 2 minutes and 32 seconds. This tool could be adapted to also notify by email, SMS, or popup.

 

[NickD_3CX]

IF -- use an unsupported parameter ALLOWUSEBUSYOPTFORGROUP= 1. However, I am quite sure that 3CX will jump in and recommend you not use this setting because it has "known issues".

@Johan Klaus
What VoIP Tools said, I have written this same thing 4 times in the last 24 hours, DO NOT USE THIS PARAMETER. Odds are you WILL have odd problems that you won't be able to pinpoint, seemingly unrelated to the functionality it enables.