Pickup Queue Call / Transfer Queue Call / Change Agent

[SweetAction]

Hello,
Say a call is in Queue being offered to Agent A. As a Queue Manager, can I change who it is being offered to? I thought I could click on the call and do a "transfer" but only options are to Pick Up and Drop. Using 3CX v18 u4, On Prem, Enterprise. Tested with 3CX WebClient and Legacy Windows App.

 

[SweetAction]

Bumping this

 

[SweetAction]

One last bump before opening a ticket.

 

[Charles_3CX]

You may open a ticket with us, by all means, but do note that to transfer a call that is ringing in a queue, the call must not be polling agents at the time, once a call starts polling you will not have the option to transfer it.

Before polling


Agents in poll

 

[SweetAction]

@Charles_3CX thank you. That helps me understand the issue.

If it stops polling an agent, will transfer become available again?

 

[Charles_3CX]

@SweetAction
A call can not stop polling once its starts. A polling call can not be transferred back to a nonpolling condition, once it starts polling agents unless that call is not answered which it will then it will go to the destination if no answer, and is abandoned, therefore there will be no option to transfer it.

 

[SweetAction]

Thank you, that answers my question.