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Missed call for queue

Discussion in '3CX Phone System - General' started by mixig, Apr 18, 2012.

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  1. mixig

    mixig Active Member

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    Hi,

    we are using 3cx ver10 SP6, we have few agents which are in queue. When they are on the phone after they finished a call there is no missed call on the phone display, but there was some missed calls so agent can`t call back that missed calls. Is that normal?

    Thanks
     
  2. leejor

    leejor Well-Known Member

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    Agents should only be handling one call at a time (single appearance of the queue extension per phone). The calls wait in the queue until the next agent is available, then, it will ring the phone. There should be no "missed" calls for any agent unless the agent hung up, then walked away from their desk without making their set not available.

    That is how a queue works. Are you talking about a ring group?
     
  3. mixig

    mixig Active Member

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    there is a queue, not ring group... i am asking that because i saw on some other vnedor pbx that when agent hang up each time there are missed calls, every time when he hang up that number is bigger and bigger, like there is a call travel from extension to extesnion at the background until some agent is free to answer to that call...
     
  4. leejor

    leejor Well-Known Member

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    The calls remain in the queue, they do not have to "travel" as 3CX knows when an agent hangs up and is available for the next call.

    http://www.3cx.com/user-manual/queue-calls/

    http://www.3cx.com/3cxacademy/videos/ad ... ng-groups/

    There is a call back feature, for those that do not wish to wait in the queue.

    http://www.3cx.com/phone-system/contact-call-center/
     
  5. mixig

    mixig Active Member

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    Thanks for the reply
     
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