Fake Agents in Queue

[BartoszB]

Hello,

Do you have any solutions to keep call in queue when agents logged out?
We must keep this call on the line and wait for agents logged in. Until now, we had to deal with the fact that the fake agent was always logged in and calls were directed to him. This solution has a significant impact on the credibility of reports. Did you go differently?

Best Regards,
Bartosz Baranowski

 

[Evolute IT]

Hello,

Do you have any solutions to keep call in queue when agents logged out?
We must keep this call on the line and wait for agents logged in. Until now, we had to deal with the fact that the fake agent was always logged in and calls were directed to him. This solution has a significant impact on the credibility of reports. Did you go differently?

Best Regards,
Bartosz Baranowski

Why would you ever keep someone waiting for an unknown amount of time?

 

[ChrisC_3CX]

I'm afraid that this functionality is not built-into 3CX so implementing it without workarounds such as using a "dummy" extension is not possible.

There does exist a feature request for this though so you might want to consider upvoting it to help push it up the list: https://www.3cx.com/community/threads/allow-caller-join-queue-even-when-no-agent-is-logged-in.79218/

 

[BartoszB]

Why would you ever keep someone waiting for an unknown amount of time?

This unknown waiting period is approx 5 minutes
Agents have 5 minutes break to notes after call

 

[Clément Rousseau]

If you really want to keep caller in some kind of waiting mode even if no agent are connected (despite I don't understand why), you can use a trick : make an IVR as DNA (destination if no answer) of the queue. This IVR can be configure with one waiting message and DNA after duration of the message to the queue (or, but its ugly, only a waiting time of 1sec and no message and DNA to the queue). This way you create a loop that will keep caller in the system.

 

[BartoszB]

If you really want to keep caller in some kind of waiting mode even if no agent are connected (despite I don't understand why), you can use a trick : make an IVR as DNA (destination if no answer) of the queue. This IVR can be configure with one waiting message and DNA after duration of the message to the queue (or, but its ugly, only a waiting time of 1sec and no message and DNA to the queue). This way you create a loop that will keep caller in the system.

This is an interesting solution. But I think that I will register 2 SIP accounts on Asterisk and establish a connection between them. Thanks to this, I will have an eternal connection to a fake agent that is logged in all queues.
I will have to reconnect from time to time.

 

[ChrisC_3CX]

Speaking of workarounds, you could actually try creating a "dummy" extension in 3CX, enable "Ring my mobile simultaneously" in the available profile status and set it's mobile number to an invalid number that will never match an outbound rule. "Ring my mobile simultaneously" will keep the extension registered and the invalid number will ensure that no calls are actually being placed. I can't guarantee this will function smoothly as it is not designed for this situation but it's worth giving it a shot to avoid involving another PBX.

 

[BartoszB]

Speaking of workarounds, you could actually try creating a "dummy" extension in 3CX, enable "Ring my mobile simultaneously" in the available profile status and set it's mobile number to an invalid number that will never match an outbound rule. "Ring my mobile simultaneously" will keep the extension registered and the invalid number will ensure that no calls are actually being placed. I can't guarantee this will function smoothly as it is not designed for this situation but it's worth giving it a shot to avoid involving another PBX.

This solution we use, but this workaround generate invalid reports.

 

[ChrisC_3CX]

This solution we use, but this workaround generate invalid reports

Ah yes, I'm afraid that cannot be avoided with this type of config.

 

[ChrisC_3CX]

This unknown waiting period is approx 5 minutes
Agents have 5 minutes break to notes after call

I somehow missed this response. Have you considered using the Wrapup time functionality by setting it to something like 300 (5 minutes)?