More granular options for call queues

[jonpennell]

I would suggest that the call queue feature is a little too rigid and would like to see a couple of changes:-

1) An adjustable timeout to determine how often the queue polls for new agents which have become available (this is closely-related to 2 below)

2) Allow an agent to decline a call from a queue they participate in to stop their devices from ringing

I know many people will think that a call queue is only used in a call centre where a team of robotic drones have little choice but to answer the incoming call - but the reality is that for many installations, a call queue is necessary to play music rather than ringing during an incoming call. At the moment, if the agent declines the call, their devices are almost immediately notified again.

Many people will consider comparing competitor's products as "unfair" - but when you consider some of the options available in Asterisk and it's spawned relatives for call queuing, 3cx seems a little restrictive

 

[Benedikt Machens]

Agents in a queue should answer calls, so i think 1) is not really needed from my view.

In point 2 i fully agree with you. If you decline a call you get nearly instant called again. If you decline a queue call this should activate the wrap-up time for this agent. So if wrap up is "60 seconds" the agent must not get a call for the next 60 secs

Regards,

 

[jonpennell]

Well, if someone implemented (2) then (1) wouldn't be necessary - if a declined call followed the wrap-up time I could set wrap-up to 30 seconds and would be a happy man other than wrap-up time being a PRO function of course..