Hello,
I would like to suggest an improvement related to call queue management
and the use of BLF keys on 3CX phones.
### Important context
The call queue involves **multiple phones / users**
(with several agents logged in at the same time).
The requested action applies **to the queue itself**, not to an individual user.
### Requested improvement
Add a function allowing users to **quickly enable or disable
forwarding of a call queue to its voicemail** using a dedicated BLF key,
regardless of the number of agents assigned to the queue.
### Practical use case
Example:
- A service is handled by a multi‑agent call queue
- The whole team needs to step away temporarily
(meeting, collective break, unexpected absence, etc.)
- With a single press on a BLF key:
- the queue is immediately forwarded to its voicemail
- agents’ phones stop ringing
- When the team returns, pressing the BLF key again:
- disables voicemail forwarding
- restores normal queue operation for all agents
### Expected behavior
- A BLF key linked to a call queue
- Toggle behavior (On / Off):
- ON: calls are sent directly to the queue voicemail
- OFF: calls are handled normally by the queue
- Clear BLF LED indication:
- LED ON = queue voicemail enabled
- LED OFF = queue active
- The queue status is shared and visible for all users
### Current limitation
Currently, achieving this requires:
- editing queue settings manually
- modifying schedules or destinations
- accessing the 3CX admin interface
These actions are not quick or practical for day‑to‑day operations,
especially in multi‑agent environments.
### Benefits
- Centralized and immediate control of a multi‑user queue
- No admin intervention required
- Ideal for reception desks, support teams, and small groups
- Maximizes the operational value of BLF keys
This feature would bring real operational value
for multi‑agent call queue environments.
Thank you for considering this request.
Alain.
I would like to suggest an improvement related to call queue management
and the use of BLF keys on 3CX phones.
### Important context
The call queue involves **multiple phones / users**
(with several agents logged in at the same time).
The requested action applies **to the queue itself**, not to an individual user.
### Requested improvement
Add a function allowing users to **quickly enable or disable
forwarding of a call queue to its voicemail** using a dedicated BLF key,
regardless of the number of agents assigned to the queue.
### Practical use case
Example:
- A service is handled by a multi‑agent call queue
- The whole team needs to step away temporarily
(meeting, collective break, unexpected absence, etc.)
- With a single press on a BLF key:
- the queue is immediately forwarded to its voicemail
- agents’ phones stop ringing
- When the team returns, pressing the BLF key again:
- disables voicemail forwarding
- restores normal queue operation for all agents
### Expected behavior
- A BLF key linked to a call queue
- Toggle behavior (On / Off):
- ON: calls are sent directly to the queue voicemail
- OFF: calls are handled normally by the queue
- Clear BLF LED indication:
- LED ON = queue voicemail enabled
- LED OFF = queue active
- The queue status is shared and visible for all users
### Current limitation
Currently, achieving this requires:
- editing queue settings manually
- modifying schedules or destinations
- accessing the 3CX admin interface
These actions are not quick or practical for day‑to‑day operations,
especially in multi‑agent environments.
### Benefits
- Centralized and immediate control of a multi‑user queue
- No admin intervention required
- Ideal for reception desks, support teams, and small groups
- Maximizes the operational value of BLF keys
This feature would bring real operational value
for multi‑agent call queue environments.
Thank you for considering this request.
Alain.
Upvote
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