multiple calls per agent + queue / intro prompt

[Clément Rousseau]

Hi,

Someone know how to handle multiple call per agent in a queue ?
I know its possible in ring group via "ALLOWUSEBUSYOPTFORGROUP" setting but its not supported in 3cx and will be probably be not possible in future as 3cx support told me that they encounters many issues with this with v16.
Furthermore, with ring group we can't use an intro prompt wich stop when agent take the call (wich is what all companies want).

I already talked about this in previous posts a while ago but I try again to see if someone has found another/ a real solution.
regards,

 

[Saqqara]

3CX queues will not ring the extension if the extension is busy or unavailable. By default an extension can only accept one queue call (even if the extension is a member of multiple queues)

Not sure if there is a workaround solution.

 

[VoIPTools]

As Saqqara mentioned, it is not supported for queues. And I should also point out that using "ALLOWUSEBUSYOPTFORGROUP" is not supported and should not be used. According to 3CX support, this is an experimental setting not intended for production use.

If you really need notifications when someone is waiting in the queue and you are already on the phone, you could take a look at our "3CX Queue Notifier" tool or we could create something similar to our "3CX Recording Beep" tool to play a "beep" in the agents ear letting them know another caller is waiting. Or a small client application that pops up a notification in the lower right-hand corner of the screen when another caller is waiting in the queue.

 

[AWS2P]

Instead searching a workaround, more agents in Q is not a possible way ?