Incoming Call Whisper Introduction or custom ringtone for call Queues

[nvalentini16]

We are in the process of evaluating 3CX. We currently have 4 call queues set up and agents are members of all 4 queues and can be logged into them all at one time. The way our current system is set up, when the agent answers the incoming call, there is a whisper indicating which call queue the call came from. In my research w/ 3CX I haven't found this feature. I was able to find custom ringtones for call queues, but those from what I can tell are just for use w/ IP phones, and not softphones.

I do understand when the calls come in the call queue name registers on the softphone, so the agent can see which call is coming in, but if they are away from their desk and/or can not view the softphone at the moment it would be great for an audio indication as well.

Is there a way to make this happen? Thank you in advance.

 

[leejor]

I do understand when the calls come in the call queue name registers on the softphone, so the agent can see which call is coming in, but if they are away from their desk and/or can not view the softphone at the moment it would be great for an audio indication as well.

The queue name will (should) show on any phone display. What devices are the agents using when away from their desks?

Normally, agents that away from their desks, will make their set unavailable, so the calls can route to agents that are at their desks

 

[nvalentini16]

I agree when the agent is away they do make themselves unavailable for the queues... however, when I say they are away from their desks, I'm stating they are walking back from the printer/break area, they are in the office next door to them, on their way back to their desks, and a call comes in and they pick it up on their way back. (they will be on headsets). I witness this all the time here in our office. Agents, picking up calls not physically at their desk, but a few feet away. our call queue flow does not go to an automated voice system, the first voice they hear is a human voice. thus why able to answer the phone ASAP is important no matter where the agent is located.