How to Close a Queue

[Neil_Mc]

Hi All

Just casting a line here to see how people handle this scenario. We have a number of similar configurations but no really satisfactory solution for all scenarios

Scenario: Small Office
Calls come direct into a Call queue with 4 Agents. Inbound rule work well to open / close the queue on a timer, delivering calls during standard working hours and putting the calls to a message bank outside of hours.

Feature Gap: We are still looking for a simple way to close the queue - say for a staff meeting, fire drill, early close of the office etc.

The closest option we have found is to route through a dummy extension and use the web client to change the status of the dummy extension. How do you handle user initiated queue closures?Surely this is the kind of thing a manager of a call center will need to do occasionally.

 

[RemoMeyer]

Hallo Neil-Mc

Just a question? Thats a only one DID? If yes, I recommend change in Inbound Rules.

Or, you can get this without extra config:

Queue:
- Waiting Time 9000 Seconds (If a just one operator is logged in, the Client will just wait the operator for... 2.5 Hours )
- Destination if no answer: a Nebenstelle with a Voicemailbox "We aren't disponible or so"

By the meeting or early close, the Operators need just log out from the Queue or activate "DND".

Is that a good option for you?

 

[Neil_Mc]

Hi Remo

Thanks for that

Yes, there is just one DID in each scenario, but the situation exists in multiple different teams / divisions. I do not want to provide end users with administration access, so it would fall back to me to change the inbound rule, and then change it back after the situation normalised.

We are considering simply using DND on all agents as the only simple option that we can find.

I was thinking if I had 100 agents in queue this would not be practical - that's why I wondered if there is a better solution we are missing.

 

[RemoMeyer]

I was thinking if I had 100 agents in queue this would not be practical - that's why I wondered if there is a better solution we are missing.

You can in Management Console more Extensions "ticken" und change Status

 

[Neil_Mc]

Danke Remo

 

[RemoMeyer]

Bitte schön! Ich möchte, dass der Deutsche Forum so viel Threads als hier gab, leider noch nicht. Support hier ist auch besser.

 

[Neil_Mc]

Although I don't speak German, appreciate your assistance. We are going to build a Call-Flow App that looks at the DND status of the main extension in the group and diverts the call if that extension is DND.

 

[RemoMeyer]

Although I don't speak German, appreciate your assistance. We are going to build a Call-Flow App that looks at the DND status of the main extension in the group and diverts the call if that extension is DND.

Thats really interesting. A main extension, im curious about that

 

[RemoMeyer]

Although I don't speak German, appreciate your assistance. We are going to build a Call-Flow App that looks at the DND status of the main extension in the group and diverts the call if that extension is DND.

So, you dont need really use a CFD. You can transfer to this Extension and change Forwarding rules.

For example: Transfer to Queue if Available and Transfer to "something" if DND. Status you can chance when you need by Management Console or Webclient.

 

[Alphabetic]

A queue manager can log all agents out of a queue.

you can set the queue manager in the queue.

Then from 3CX app / Webclient the manager can simply log in and out agents by pressing the Q.

 

[RemoMeyer]

A queue manager can log all agents out of a queue.

you can set the queue manager in the queue.

Then from 3CX app / Webclient the manager can simply log in and out agents by pressing the Q.

View attachment 12800

Hallo kieferschild

Yeah, the problem is, with 100 or more Extensions isn't easy.

 

[Alphabetic]

Close the queue, since you're already in the MGMT console, on the queue in question change the "destination no answer" to 1.

That way you dont have to all all users out of all their queues. They could be logged in to other queues and your log out suggestion will take them out of all queues.