Music On Hold Call Queue

[Vineeth Mohan]

Hi,

I have a call queue with agents in it. When I receive an external call and if any of the agents are available my Music On hold message will work properly, But if none of the agents are available then it forwards to the time out destination.
My requirement is even if none of the agents are available I need to put the call on hold and play the hold message so if any agents are available during the hold the call can be diverted to the available agent. Or else after time out redirects to Voicemail. Now if agents are not available it directly transfers to time out destination

Thanks in advance

 

[VoIPTools]

In the 3CX management console, take a look at this setting for the queue. See: Call Queues --> <desired queue> --> Advanced --> Queue Preferences. Do you have a value other than zero?

 

[Vineeth Mohan]

In the 3CX management console, take a look at this setting for the queue. See: Call Queues --> <desired queue> --> Advanced --> Queue Preferences. Do you have a value other than zero?

View attachment 23231

No its zero...

 

[Naveen | Cal4care]

Hi medigitalgroup,

At present, we can’t put a call on hold music if all agents are logged out. But there is a workaround for this. The issue here is to avoid ending the call when no agents are in the Queue. For this, we'll need to have a dummy extension as an agent of the Queue. Assuming you are using priority hunting, push the dummy extension down in the agents list so it won't be pulled when "real" agents are logged in the Queue.
Now the "trick" here is that the dummy extension should always be registered and logged in the Queue. If you have any available PC, login this extension 24/7. If you have any difficulty to login the dummy extension. So, Call Queue will always consider the dummy extension as registered and logged in.

With the above way, even if no "real" agents are in the Queue, the caller will be placed in Queue, with option to leave a voicemail and when real agents log in, they will receive the call.

Note:
1. A possible drawback with this approach, is that polls/calls to the dummy extension will reflect in the reports as well.
2. if you use other polling strategy(ex: Longest waiting, Least Talk time) then always the call will go to the dummy extension first

 

[ChrisC_3CX]

@medigitalgroup
To add to what Naveen | Cal4care said, you could actually avoid having to provision the dummy extension to a 3CX Client by enabling the "Ring my mobile simultaneously" option. This will keep the extension registered.

I am obligated to warn you though that this is not a configuration we would recommend since these options were not designed for this configuration and issues may arise such as those mentioned by Naveen | Cal4care.

 

[Vineeth Mohan]

Hi medigitalgroup,

At present, we can’t put a call on hold music if all agents are logged out. But there is a workaround for this. The issue here is to avoid ending the call when no agents are in the Queue. For this, we'll need to have a dummy extension as an agent of the Queue. Assuming you are using priority hunting, push the dummy extension down in the agents list so it won't be pulled when "real" agents are logged in the Queue.
Now the "trick" here is that the dummy extension should always be registered and logged in the Queue. If you have any available PC, login this extension 24/7. If you have any difficulty to login the dummy extension. So, Call Queue will always consider the dummy extension as registered and logged in.

With the above way, even if no "real" agents are in the Queue, the caller will be placed in Queue, with option to leave a voicemail and when real agents log in, they will receive the call.

Note:
1. A possible drawback with this approach, is that polls/calls to the dummy extension will reflect in the reports as well.
2. if you use other polling strategy(ex: Longest waiting, Least Talk time) then always the call will go to the dummy extension first

Hi,

@Naveen | Cal4care So does this mean I can create a dummy extension. Login from a PC and then login into the Queue and the logout from the extension. Or should the extension be logged in always?

 

[Vineeth Mohan]

@medigitalgroup
To add to what Naveen | Cal4care said, you could actually avoid having to provision the dummy extension to a 3CX Client by enabling the "Ring my mobile simultaneously" option. This will keep the extension registered.

I am obligated to warn you though that this is not a configuration we would recommend since these options were not designed for this configuration and issues may arise such as those mentioned by Naveen | Cal4care.

@ChrisC_3CX In this case if its priortised hunt the call will land on the agents those are available first. And only if all other agents are busy the call gets diverted to the mobile. Am I right?

 

[NickD_3CX]

@Naveen | Cal4care So does this mean I can create a dummy extension. Login from a PC and then login into the Queue and the logout from the extension. Or should the extension be logged in always?

The work-around @Naveen | Cal4care suggested requires that the 'dummy' extension always be logged in and registered, hence also the suggestion of installing it on a spare PC.

@ChrisC_3CX In this case if its priortised hunt the call will land on the agents those are available first. And only if all other agents are busy the call gets diverted to the mobile. Am I right?

The clear something up, what Naveen and Chris suggested both are work-arounds to achieve the same thing, having a 'dummy' extension in the Queue that constantly is registered and logged in. This is required so that if no 'real' agents are logged in, the call won't go to the "Destination if no Answer" and will instead stay in the Queue.

Moving on, even though this 'dummy' extension won't be handled by a human, 3CX will still try and poll it when it's turn comes depending on the Polling Strategy.
That is why Naveen suggested you always have it at the bottom of the list of agents in the Queue.
If you you do this then the answer to your question "In this case if its priortised hunt the call will land on the agents those are available first" is 'yes'.