Offline message does not appear

[David Argles]

The offline message does not appear when then a 3cx user is only logged in the a hard phone and not a web/app client.
Guessing this should be the case as if they are logged in on the phone only they wont be able to reply....

Or is there a setting or something I am missing?

 

[Constantinos Constantinou]

Hello @David Argles ,

I was not able to reproduce your scenario. I am not logged in on any device, and I send an offline message to the agent. That agent as soon as he logins to the webclient, he will see the offline message.

 

[David Argles]

Yeah if you are not logged into any device it works but when you are logged into a hard phone (with no messaging access) it still says you are avalible but you cant replay to the message as you are not logged into the app or web client

 

[Constantinos Constantinou]

David help me to understand your requirement. You have an agent that is logged in on a hard phone with status let's say away. When an offline message is sent via the website, what is your requirement? This is a hard phone, that user cannot reply to the website visitor.

 

[David Argles]

If the user is on a hard phone and status is set to available (as they are available to take calls).
As they are just on a hard phone they cant see/take messages so should the system not show them as available for chat?

Does that make sense?

so situation : User A is on a hard phone only. The website thinks some one is available. But he cant reply

so if the only phone on the group are hard phones then the website chat should show offline

 

[Constantinos Constantinou]

Yeap now it is more clear to me. Thank you for clarifying.
I will note your point and we will investigate it at some time with the team internally

 

[David Argles]

many thanks.

 

[Constantinos Constantinou]

But definitely, the admin on the website that defines the queue or extension that will bind to the website live chat and talk component, should take into consideration those factors.
If the agents of that queue are all in hard phones, then that queue should not be defined in the Live Chat and Talk component.
I mean sometimes we should not expect a system to take everything under consideration, but also to organize things properly to support the users requirements.

 

[David Argles]

Correct but the issue would come about if the users use hard phones + website when they are at their desk. But when they leave the office they switch off the website but dont change the status on the hard phone.

Thanks for looking into the at some point.