How restrict call to queue?

[chi.dinh]

Our customer do not want some extension or pstn number call to their queue or their group. But we do not how to solve this. We find many way but do have solution for this request.
Please help me this big case ???

 

[JohnS_3CX]

Hi,

Please describe a typical scenario of what you would like to achieve.

 

[chi.dinh]

Our customer have some departments, they want us config as following for 2 department:
Department A: number call group 100, number call to queue 101, ext member: 200-205
Department B: number call group 102, number call to queue 103, ext member: 300-305
They need 200-205 could not call to 102, 103 and 300-305 could not call to 100, 101.

 

[JohnS_3CX]

I think I understand now, but you cannot prevent internal extensions from calling each other.

So long as they are on the same PBX, they will be able to call each other.

 

[chi.dinh]

but i think queue need have their rules, queue is the most important where process their queue. I wonder ext have exceptions rules so why queue or group have their ext but not exception rules for them. I think 3cx team need improve it.

 

[JohnS_3CX]

A queue is an internal extension that can receive calls from anywhere, and send the calls to it s agents.

So an extension from another group can indeed dial the queue and end up calling an agent of the queue.

The only way to completely isolate them is to have a different PBX.

 

[chi.dinh]

ok thank your post.

 

[leejor]

There have been a number of posts enquiring about limiting the ability of extensions to reach internal destinations. Which is not currently possible without a restrictive dialplan in the set.
This could be achieved if 3CX introduced Class of Service levels, as many other PBXs have had for a number of years.
Everything would initially default to 0, so all current installations would operate as they do now. As needed, a new COS could be created, then enabled per extension, limiting on what could be reached, ...extension, or ranges of extensions, Queues , ring groups, certain trunk groups (even second choice, overflow, routes only), etc.
It could also be assigned to a trunk group, to restrict IVR, direct dialling, to certain extensions.

 

[chi.dinh]

Yes. We need new COS due to we have many different customers and their demand are differently. So we need new CoS. 3cx could provide the license like this?

 

[leejor]

Class of Service is a feature, that would have to be added to 3CX, if they chose to do so. It is not a current option.

 

[VoIPTools]

Yes, this can be done but it would require programming.

You could write a service using the Call Control API that monitors all active connection insert events (initial call setup). If the service sees a call that is not permitted, it could either force the call to be dropped, or perhaps divert the call to an IVR that plays an error message. This would all happen in milliseconds so before any phones start ringing.

 

[chi.dinh]

Thank you so much voiptoys! You always give me and everybody great advice to solve.

 

[chi.dinh]

Hi Voiptoys

How way to set PIN for queue to request caller when they making to particular queue?

 

[VoIPTools]

I am not sure what you are asking. My guess is that you want to ask the caller for an account number or PIN that is displayed when the agent answers a queue call so the Agent can look up the caller in a CRM, or authenticate the user is permitted to use your services.

You cannot ask for a PIN once the caller is waiting in the queue, but you could prior to sending the caller to a queue using a Call Flow Designer application (CFD). You could have the CFD verify the PIN and only forward the caller to the queue once the PIN has been validated. If the Agent needs to view the PIN, you would need a client application that pops up when the agent answers the call.