Solved Prioritize calls from other agents

[Albert464]

Hi, some of my clients complain about one thing:
If all agents are in a queue and the phones are ringing for a queue call, they cannot switch calls or call each other.

The customer would like to prioritize calls from other agents, whether they are transfers or simple calls, without having to exit and re-enter the queue. He would like the queue call to automatically stop ringing to make the priority ringing ring from colleagues.

(Often if the agents are in the queue but cannot answer, they let the phone ring because they are busy with other jobs like email, etc.)

 

[Alphabetic]

Have you tried enabling "accept multiple calls" on each EXT?

 

[JohnS_3CX]

Hi @Albert464

Use "Accept Multiple Calls" on your agent's extension.

If they are in a call: They will see the colleague calling them and swap calls
If they are being polled by queue and colleague at the same time: they can choose which one to answer from the phone interface
If they are in a call with a colleague and the queue receives a customer: they will hear MOH, you will not be polled until you hang up with your colleague first.

 

[Albert464]

Hi @Albert464

Use "Accept Multiple Calls" on your agent's extension.

If they are in a call: They will see the colleague calling them and swap calls
If they are being polled by queue and colleague at the same time: they can choose which one to answer from the phone interface
If they are in a call with a colleague and the queue receives a customer: they will hear MOH, you will not be polled until you hang up with your colleague first.

Thank you!!

 

[JohnS_3CX]

You're welcome!