No Agents Available in the Queue..Yikes!!!

[about2flip]

Hello,

Is there anyway I can prevent a customer facing caller from not hearing there are No Agents in the Queue?
We can't have customers hearing that.

Thanks.

 

[cobaltit]

Yes, make sure there are agents in the queue.

 

[about2flip]

I'm sorry that is not the answer I was looking for.
That is relevant.

However if there are no agents online, there has to be away to prevent a customer calling to not hear that message, and then end the call on them

 

[AWS2P]

Normal behaviour of Qs is ,if no agent is logged in then DNA, so only good way is to have minimum one agent answering callers

 

[Alphabetic]

Hi there.

you would have to modify the "noavailable_queueagent.wav" on your system. Append .old to the file name and then replace that file with the same file name in its place. You could either have silence or whatever else you wanted.

 

[JohnS_3CX]

Normally you would have office hours on the DID that would send the caller to another destination during hours that there are no agents. Otherwise if they log out you will hear that message.

The message can be changed however via Settings > System prompts and creating your own prompts set. In your prompt set you can replace the file for QUEUE_UNATT prompt ID with the one you want.

 

[cobaltit]

It's kinda pointless to change the audio since it will still punt them to whatever to the 'Destination if no answer' is configured to.

I'm sorry that is not the answer I was looking for.
That is relevant.

However if there are no agents online, there has to be away to prevent a customer calling to not hear that message, and then end the call on them

Regardless if that is the answer you are looking for, that is the correct answer. If it's that important for the customer not to hear that message, then make sure someone is in the queue. Otherwise it's clearly not that important. If you only want to give the illusion of customer service and not real service, just send them to a long ring group to let them think you care before moving their call somewhere else. If you really want to keep up the charade then it's as simple as leaving a soft phone logged into the queue somewhere.