Help with Call Queues

[jfriedmann]

Hello,

I'm looking to get some assistance in setting up a call queue. We're using 3cx for a hotel, and typically have 1 front desk agent on, plus potentially some "management" staff that do take regular calls as well. Occasionally, we'll have 2 front desk agents.

Ideally, I'd want the queue behaviour to be as follows:

1. Call Comes in, Rings on the Front Desk, and a couple of the manager's phones (right now set up as a ring group) for ~20 seconds.

2. If the front desk phone is busy, and none of the other managers pick up, revert to a "queue" that will play some on hold music, and tell them what position in line they are. When the front desk ends the call they're on, ring the front desk again.

3a, If the front desk just doesn't pick up, send to voicemail.

Is this possible in 3cx?

 

[VasilisV_3CX]

Hello @jfriedmann,

This is entirely possible with Call Queues. I've replicated this, without the need to forward to another queue.

If you create a call queue with the ring all strategy, it will call reception and the managers simultaneously, as you outlined in 1.

If the front desk takes a call, and none of the managers pick up - the call will continue ringing on the managers phones, but will stay in the queue and announce the position they're in when Announce Queue position to caller is enabled in the Options within the Call Queue.



When reception finishes their call, they'll immediately be polled and their phone will start ringing. You can set the time out of the queue to x seconds before forwarding to voicemail, as outlined in 3.

 

[jfriedmann]

Thanks Vasilis,

I believe there are a couple challenges with this approach.

1. In a situation where I might only have 1 person answering the phone, I don't want it to "ring all" in perpetuity. Some of the phones are within earshot of each other, and that incessant ringing is going to drive the person on the phone crazy.

Ideally, it would possibly ring twice every 60 seconds or so.

2. If nobody is available to pick up the phone, I'd rather it go to voicemail after 30 seconds than leave them in a queue for a long time.

Thanks

 

[VasilisV_3CX]

Hi @jfriedmann,

With regards to 1. You can have a prioritized hunt selected so it won't ring all, but if you'd like it to ring all, then might I suggest changing the ringtone for the queue to something more discrete? This can be configures in Settings >> Phone / App Options.


For 2. You can set the Maximum Queue Wait Time to 30 seconds then forward to the voicemail box of an extension, such as the Receptionists VM box so that they can follow up.

 

[jfriedmann]

@VasilisV_3CX

For the forwarding to voicemail, I do need "different" parameters based on whether the front desk agent is on the phone, or just not at the desk.

If they're on the phone, I'd like people to potentially wait for 5 or 6 minutes (although maybe have the option to leave a message). If they're not at the desk, then it should go to voicemail after ~20 seconds of ringing.