Please Give Us a Way around, "Number you specified has active conversation with extension XYZ already"

[DPF Guys]

Our company comes to a screeching halt several times a day due to, "Number you specified has active conversation with extension XYZ already"

There has to be some way you could set up 3CX to allow a person to take over the conversation without having to contact the person with the active conversation and have them transfer it to you or close it out.

Please come up with a way for this to be done and make it a setting to "allow SMS / Chat take-over" or something.

This is currently my biggest frustration and it happens on a daily basis.

Thank you!

JW

 

[Lethal]

Our company comes to a screeching halt several times a day due to, "Number you specified has active conversation with extension XYZ already"

There has to be some way you could set up 3CX to allow a person to take over the conversation without having to contact the person with the active conversation and have them transfer it to you or close it out.

Please come up with a way for this to be done and make it a setting to "allow SMS / Chat take-over" or something.

This is currently my biggest frustration and it happens on a daily basis.

Thank you!

JW

Completely agree with you and we have the same issue. We are now at the point where im reviewing other sms platforms to deal with the SMS communications. Im not getting rid of 3cx at this stage for our voice calls but we cant continue to restort to deleting chat history to clear the conversations just so we can sms.

 

[Michal Szumilo]

We have the same issue. Very frustrating.

 

[JohnS_3CX]

Hi,

Your queue manager can see the chats that are taken by a user that is out of the office today for example and perform some actions:

1. They can either mark it as Dealt to close the conversation and allow a future message from a customer to be taken by another agent who is in the office now, as soon as the new message comes to your queue (or start a new conversation).

2. Or the manager can simply transfer the conversation to a new agent on the spot. You don't have to wait for the person who took it to give it to someone else when they return to the office. They will not be able to see the history of the chat though.

3. Alternatively you can disable "Auto Assign" and instruct the agents to not take over chats manually. This way all the agents can interact with the customer, and see the history of what was exchanged while the chat is still active. When you are happy that the chat is completed, either have an agent or the manager take it over and mark it as dealt with.

 

[Lethal]

Hi,

Your queue manager can see the chats that are taken by a user that is out of the office today for example and perform some actions:

1. They can either mark it as Dealt to close the conversation and allow a future message from a customer to be taken by another agent who is in the office now, as soon as the new message comes to your queue (or start a new conversation).

2. Or the manager can simply transfer the conversation to a new agent on the spot. You don't have to wait for the person who took it to give it to someone else when they return to the office. They will not be able to see the history of the chat though.

3. Alternatively you can disable "Auto Assign" and instruct the agents to not take over chats manually. This way all the agents can interact with the customer, and see the history of what was exchanged while the chat is still active. When you are happy that the chat is completed, either have an agent or the manager take it over and mark it as dealt with.

View attachment 35201

There still needs a way to turn off this whole functionally. Why cant there just be a simple shared mailbox and everyone can see inbound and outbound sms. The queuing might work well for a large sales based business, but not for smaller service based businesses.