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Notification when no-one logged into queues

Discussion in 'Ideas' started by securecom, May 1, 2017.

Notification when no-one logged into queues 5 5 23votes
5/5, 23 votes

?

Would notifications for empty call queues benefit you?

  1. Yes

    100.0%
  2. No

    0 vote(s)
    0.0%
  1. securecom

    Joined:
    May 10, 2010
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    It's hard to keep track of call queues all the time, it would be very helpful to receive an email or pop up notification when:
    1) No-one is logged into a particular queue during set hours.
    2) Someone logs out of a particular queue during set hours.
    Some kind of extension tracking and queue tracking would be great.
     
  2. Joakim Ribb

    Joined:
    Feb 19, 2018
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    +1 Customers want also the option to inform the last person in the queue that tries to log out that he/she is the last in the queue
     
    Matt Healey and B.Fluehmann like this.
  3. voiptoys

    voiptoys Active Member

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    This is possible today using the Call Control API. A service could monitor designated queues, and send notifications when no agents are logged into the queue during required hours, and notify the last user too.

    We have a 3CX add-on that sends audible notifications when either there are too many people waiting in the queue, or the longest hold time has been exceeded. It can use "chimes" or text-to-speech to play notifications through overhead paging (as one option). It would be straightforward to add "nobody logged into the queue" audible alarms as well. 3CX already sends email notifications when the SLA has been exceeded.
     
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  4. voiptoys

    voiptoys Active Member

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    Hey Matt, we are very close to releasing Linux versions of our tools so this will be a viable option shortly. We could get you an early release.

    Alternatively, we can build precisely what you want on either Windows or Linux today. Our new Linux Relay has a published event that fires when people log in/out of queues. We can monitor this event and send emails. We could also query 3CX when this event takes place to determine how many agents are logged in.

    We would need some method of determining what hours you care about, presumably based on your office hours. Our relay also has a method to check 3CX business hours.

    We have all the necessary capabilities baked into our new Relay to do this if you are interested.
     
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