How to play hold music continuously between different queues?

[Arthur.b]

I have an issue I’d like your opinion on: How can I create 'clean' transitions between queues without the hold music cutting out?

Here is the specific scenario:An incoming call hits the 'Accounting' queue (3 agents). After 30 seconds without an answer, it rolls over to the 'Administrative' queue (3 other agents). Finally, after another 30 seconds, it moves to a final 'Everyone' queue (10 agents). At every transition, the hold music restarts from the beginning, which sounds jarring to the caller.

How do you manage this 'simple' use case in 3CX? Thanks in advance for your insights!

PS : PRO version, not ENT.

 

[NikolasA_3CX]

Hi @Arthur.b

Since every queue answers the call and puts it on hold until an agent can answer, its not possible to have the call change queues but use the same on hold music and have the music continue from where it left of.

In short this is not possible when the call goes from one queue to another.

 

[Arthur.b]

Hi @Arthur.b

Since every queue answers the call and puts it on hold until an agent can answer, its not possible to have the call change queues but use the same on hold music and have the music continue from where it left of.

In short this is not possible when the call goes from one queue to another.

Thank you, @NikolasA_3CX , for your feedback. Is there any other way to implement what I’m requesting?
The fact that there are call overflows between different user groups.

 

[NikolasA_3CX]

Thank you, @NikolasA_3CX , for your feedback. Is there any other way to implement what I’m requesting?
The fact that there are call overflows between different user groups.

At this moment, this is not possible, but I suggest posting your request in the ideas page of the forum as a feature request.

 

[JoshuaM]

A simple go-around would be to have an announcement between queues. Something like "We'll be with you shortly". While the original issue would still persist, at least you dont hear the music suddenly restart

 

[Hexanet]

With an ENT license, you would be able to use Skill Routing on the same queue, supporting three or more levels

 

[PBX128]

Wit Update 9 there are even more options for skill based routing, especially escalation after time linke in your scenario