no transfer option for "External call, Breached" or "External Call, Waiting in Queue"

[gbtinc]

On external calls that breach the the SLA time, is there any way to manually pick up those calls and transfer them to an agent? When right clicking on these calls, the only option is to "Drop" or "Monitor Connection Quality."

Additionally, was there previously an option to transfer calls that were "External Call, Waiting in Queue?" One of the department managers said it's no longer available to him and I do not see it either as the system owner. This also only gives me the option to "Drop" or "Monitor Connection Quality."

 

[KyriacosS_3CX]

Are you using Web/PWA or Win app?

Also are you or the department manager listed as a queue manager in the queue setup?

 

[gbtinc]

Are you using Web/PWA or Win app?

Also are you or the department manager listed as a queue manager in the queue setup?

Both web and win app give the same options. I am a system owner and the department manager is set as a manager for the department and listed on the supervisor tab within the queue.

 

[KyriacosS_3CX]

Hi,

Have you tried dragging and dropping the call to the extension you wish to transfer it to?

 

[RobinChamp]

Hi,

We have the same problem with "External Call, Waiting in Queue" where it's not possible to transfer the call. A customer pointed this out. We as system owner, listed in the supervisortab of the queue, also can't do it anymore. Drag and dropping also doesn't work.

 

[gbtinc]

no, we can only drag and drop calls that are already answered, not the queue calls.

 

[PhoneMan123]

Just chiming in, we are also seeing this where the menu option to take a call from the queue is gone. I had the same issue with this user a month ago and it started working again randomly and then broke again this morning. This is on the latest U7 hotfix version and latest webclient and windows client.

 

[gbtinc]

hello, following up on this.