Prevent call from continuously ringing if Agent declines the call.

[Alex Nicol]

Scenario:-

Call comes in, option 1 chosen on IVR, routes to a call queue.
All agents in the call queue ring. One of them is already on an impromptu teams call, and therefore is unable to answer the phone.
They decline the call.
In less than a second the call rings again. They decline,
They try and put their app into DND, but can't because the call is already ringing again.
Eventually the call is answered by a colleague, so the phone stops ringing.

Question:-
Is there a way of the system knowing that an extension has declined the call and therefore not ring them again for the duration of that call?

Kindest Regards

Alex Nicol

 

[GregG_3CX]

All agents in the call queue ring

Change your Queue strategy to anything other than "Ring All". If you have your Teams integrated with 3CX, now in Update 6 it will automatically sync status between the two platforms. Hope this helps!

 

[Alex Nicol]

Change your Queue strategy to anything other than "Ring All". If you have your Teams integrated with 3CX, now in Update 6 it will automatically sync status between the two platforms. Hope this helps!

Thank you. That has helped.