Keep calls in queue when no agent is currently available

[kakashi]

We have a couple of queues that are lightly staffed but very important. The problem is, if just a couple need a quick break, suddenly there is no one in queue, and the calls go to destination if no answer.

Is there a status in 3cx that will stop an agent from receiving calls, but keep them in queue so the calls will stay on hold in the correct queue? This has caused a lot of angry customers that have to be transferred back later.

 

[VoIPTools]

Generally this is not possible in 3CX, but there might be some workarounds...

It might be possible to login a dummy extension into the queue, but the extension would need a registered phone otherwise the calls will still be routed to the destination if no answer. Obviously this would only be a useful if you are using a "ring all" polling strategy -- you wouldn't want people waiting for the dummy extension to answer when agents are available.

Alternatively, you could configure 3CX not to log people out of the queue when they set their extension to DND. Whether that would still force calls out of the queue is unclear. I've not tested that approach so it may not work.

 

[Alphabetic]

Are you bothering with agent stastics or anything?

Otherwise just dont log out the queue and let it ring.

if it's a quick break they'll sit in the queue for a little while longer.