How can I apply the Call Queue practice with PRI?

[Kane Wong]

Hi;
I am using PRI for all street calls connectivity, currently; I am using Standard edition therefore no Call Queue feature is available but I am looking at how Call Queue feature can help me in PRI environment when multi calls dial to my PRI lines? My frontdesk user has one desk phone to answer all incoming calls, currently; if we have 2nd caller or 3rd caller, they will listen to our greeting message and request them to call later or leaving message.

In stead of leaving message, I want the callers wait in the queue until they are answered by the front desk staff or they press one of the digit to Leave Message and Exit the queue.

How can I start if using Call Queue ? To answer the callers in queue, do I need to use Webclient? We are not a Call Center, all my incoming calls are screened by receptionist.

Please let me know if you have any idea?

Many thanks!

 

[CentrexJ]

You need to upgrade to the Professional or Enterprise edition for the queue functions.

The frontdesk user should use the web client configured to control the desk phone.

They should be a member of the call queue, you should route the pri calls to the queue.

Show the user how to sign in and out of the queue.

For exit the queue and leave a message instead of waiting, your queue intro prompt should tell them to press star to do so.

 

[Kane Wong]

thanks!
If the frontdesk need login/logout queue every day manually, or it can be auto login? My understanding is, the frontdesk user is the assigned agent of the queue, isn't it.

 

[CentrexJ]

It can be done either way (Manual or automatic). Yes they must be an agent of the queue.

 

[Saqqara]

remember if callers are in the queue waiting to be answered, the PRI line will be active. Depending on the number of lines you have, you may occupy all of your PRI lines, so inbound calls will get busy and no outbound.

 

[Kane Wong]

Thank you Saqqara;

Anything I can do to avoid getting busy? Such as, can I limit the wait time to 1 minute only?

 

[leejor]

Ideally, if there are so many callers waiting in a queue, so as to cause an excessive wait time, (we've probably all been there), you would add additional agents. Or, perhaps...make use of the callback feature.

https://www.3cx.com/docs/manual/call-center-queues/

 

[Kane Wong]

Yes, call back feature is one of the ideal solution.
Do you know, if I have two agents and using the Prioritize Hunt, if 2nd caller call, can the agent in next sequence pick up the call?

 

[leejor]

Yes, It would appear that the "next" agent, can pick-up a call, ringing another agent.
https://www.3cx.com/community/threads/picking-up-calls-in-a-queue.46438/

 

[Kane Wong]

Yes, It would appear that the "next" agent, can pick-up a call, ringing another agent.
https://www.3cx.com/community/threads/picking-up-calls-in-a-queue.46438/

Thanks!

The link for picking up calls in a queue allow 2nd agent to manually pick up the call from the queue but using Priority Hunt, if the first agent ext 100 is busy, can the 2nd agent ext 101 ring automatically? The 1st agent and the 2nd agent could sit 20 meters apart from each other.

 

[leejor]

I believe that is the way it should work if you choose priority hunt. A queues intention, is to send calls to idle agents, automatically. It is a matter of choosing how you want the calls to distribute.

https://www.3cx.com/3cxacademy/videos/advanced/call-queues/