Outbound calls when in queue.

[DDITD]

Hello all,,
I have a customer who currently setup with an incoming queue with several agents using Yealink T46U phones. On occasion the agents need to make outbound calls when there are calls in the queue. I have BLF Line buttons setup to allow this. I have installed the Microsoft Store 3CX app for an additional agent but the Line BLF's do not seem to do anything. Is this expected behaviour? it possible to make an outbound call when in a queue with inbound calls or do the agents need to logoff the queue?

Many thanks.

 

[NicholasP_3CX]

Yes it is. Just click on the New call button.



This will place the caller on hold and start a new line for your agent to dial.

 

[DDITD]

Ok, I appriciate the update.
Is it possible to create an outbound call without holding an existing call? For example, the agent has finished a call but dosent want to pickup a new call before making the outbound.
Thanks.

 

[NicholasP_3CX]

You would need to add wrap up time to the queue, so the agents have this opportunity.



wrap up time is the amount of time an agent in this queue has to perform after call duties. This time is honoured across all the queues an agent is a member of.

 

[DDITD]

Thanks again for the options, this customer wants to be able to make immediate outbound calls as they can be quite time sensitive. I have decided to give them the option to logout of the queue and reject the incoming call which will continue to ring on other agents. The only concern is if they forget to log back into the queue but thats a seperate issue.

Many thanks.