Multiple calls in queue, choose which to answer

[Eric Jan]

We are using 3CX Professional in the newest Version. Is there a possibility for an agent to answer a specific call in the queue, that is not on the official first position? This might be the case when an agent is waiting for a callback from a client but there are callers in front of him.

We tried "drag n'drop" connecting the call to the agent, but its phone still was ringing with the first caller in line. Same goes for "right click -> transfer".

If the agent first logs out of the queue, and waits for his phone to stop ringing, he can then choose the call. Is there any other way?

 

[mariosM_3CX]

Hello @Eric Jan

I'm afraid this is not possible, since if the extension is logged in the Queue and available, it will be polled by the Queue automatically. You can increase the wrap up time if you want so they'll get enough time to get the call before ringing again if you don't want them to log out.

You can also post this as a feature request in the Ideas part of our Forum here https://www.3cx.com/community/forums/3cx-ideas/ where it can be upvoted by the community and be considered for implementation by the dev team.