Limit the number of managed calls on queue

[adconsulting]

Hi Guys,


I've a problem with a customer. I use the queue function and everything works great but there is a little problem that I cannot solve. They need to manage the calls on queue one by one. If there is a person on hold they need to serve the first one and then the pbx should be able to manage any other calls. Right now, in case the first operator doesn't answer, 3cx will pass the call to another and immediately will forward the second call to the agent that refused the primary call




Here is an example:


Accepted CALL 1 -> Agent1 -> Agent2 -> ... NO ONE ANSWERED


Accepted CALL 2 -> Agent2 ... NO ONE ANSWERED...




We need to set a rule that keeps on hold customers until an agent has answered the first call on queue.




Is it possible to do it?


Best regards




Davide

 

[Evolute IT]

I'm not sure I understand the need here. It's a call queue... if you have 1 agent, they will get 1 call at a time and then the others hear the MoH.

If you have 2 agents, the 2nd call will go to the second agent, if available. If not, it stays on hold until the first is available.

 

[adconsulting]

Frederick you are right.
But the customer has the necessity to treat all Cals one by one.
As example if I have 5 agent and I receive 5 calls at the same time, 3cx will automatically assign all these calls. They want that the first call continue to try all agent and only after it has been answered the pbx accept another call which is on queue.

Hoping it's a little bit clear.
Thanks in advance

Davide

 

[ChrisC_3CX]

@adconsulting

As long as there are agents available and logged into the Queue, you cannot prevent them from receiving calls that are waiting in the Queue. This should work out of the box when using the "Ring All" polling strategy, since all agents ring for one call, only when that call is answered orended will the second call come through. Will "Ring all" not work for you?

 

[adconsulting]

@adconsulting

As long as there are agents available and logged into the Queue, you cannot prevent them from receiving calls that are waiting in the Queue. This should work out of the box when using the "Ring All" polling strategy, since all agents ring for one call, only when that call is answered orended will the second call come through. Will "Ring all" not work for you?

Unfortunately they would like to keep the queue functionallity. I know it is not a properly use of queue function but in case it is not editable i will inform them that they cannot do it.

Thanks so much for the support
Davide

 

[ChrisC_3CX]

Hey @adconsulting,

Glad I could help but I feel you may have misunderstood me. I did not say that you should stop using the Queues, but simply suggested that you use the "Ring All" polling strategy for the Queue you already have setup. Is this not something that would work for you?

 

[adconsulting]

Hey @ChrisC_3CX

Yes i understood what you said.

But they don't like the ring all policy.

Anyway i've spoken with their manager and she accepts the round robin policy as it is.

(if they need to have a pause, the can set DND instead of been connected)


Thanks