monitoring calls

[wa4zlw]

hi there...we're setting up a small call center using either ring groups or queues. haven't decided yet since we;re starting small.
How can an admin listen in and/or record calls on those extensions?

Thanks leon

 

[wa4zlw]

we decided to use queues. how do the users login/out of the queue?

 

[Nick W]

hi there...we're setting up a small call center using either ring groups or queues. haven't decided yet since we;re starting small.
How can an admin listen in and/or record calls on those extensions?

Thanks leon

As long as you have the pro edition your queue managers will be able to both listen in and whisper to agents. Have a look in the manual for those features.

Enjoy

 

[Nick W]

we decided to use queues. how do the users login/out of the queue?

Again it's in the manual online. But they can login with a button on the physical phone or in the desktop application or web application.

 

[wa4zlw]

Hi nick...i looked through the manual and found to use Q but I tested that and it didn't work. We're using the 3cx windows client and possibly webrtc. No physical phones yet we have to ship that to them in near future.

Thanks leon

 

[wa4zlw]

P.S. can agents be logged into multiple queues simultaneously?

 

[leejor]

P.S. can agents be logged into multiple queues simultaneously?

Yes, see...
https://www.3cx.com/docs/pbx-queue-status/

 

[Nick W]

Hi nick...i looked through the manual and found to use Q but I tested that and it didn't work. We're using the 3cx windows client and possibly webrtc. No physical phones yet we have to ship that to them in near future.

Thanks leon

Make sure your extensions are signed in.

Are you using the web client or the full windows client?

https://www.3cx.com/user-manual/web-client/

 

[wa4zlw]

Thanks to both of you. I found the Q. I have a WHITE Q and I dial the queue from my extension but a physical phone andd I go right to VM (VM is set as an error condition)

Also, the Q-Manager still shows me as Logged Out.
For the actual folks we're preferring they use the 3cx Windows client and the webrtc client as a backup.

signed in? I'm assuming that means the white Q. then yes

thanks leon

 

[wa4zlw]

both switchboard and Q Manager show me logged out yet I have the white Q. Now I am a manager as far as the PBX is concerned. does that mean I can not login to a queue? I was trying to test it yesterday without anyone else around. thanks

 

[AWS2P]

go to extensions, select one set to a queue , click on status menu on top menu, select available and loggedin to have agent available for answer Q calls

 

[Nick W]

If you are signed into the Q in the web client its blue


If you in the windows client, its white Q.


If you have an agent in the Q and send a call to the Q, then it should ring.

Check the Switchboard in the Webclient as well, and see what you can do there.

 

[wa4zlw]

GM thanks found in the extension settings had LOGGED OUT FROM QUEUES set now I see them all. thanks for the prompt assist. Will keep u posted on our testing today.
thanks leon