Priority Queue Issue

[KylePengilly]

Hi,

I am trying to set up a priority call queue option for a medical customer that have stated they need an option for the doctors to be able to ring reception and cut in front of incoming queued calls that are currently ringing in case of an emergency. I have attempted to test call queues using the "Priority Queue" option as well as the "target agents currently on a call" with accept multiple calls enabled on the extensions however if the phones are already ringing with a patients incoming call for example, then the receptionists have to wait for the "Ring Time" on the queue to expire before the system realizes there is a priority call waiting and then puts them in front. Is there a way I can do this cleanly without just reducing the patients queue Ring Time to 5 seconds? As this causes the phones to restart their ring tone and briefly stop ringing every 5 seconds, doesn't look very professional unfortunately.

The customer is using a mix of Yealink T46U and T53 handsets on 3CX V20 Update 6 Cloud Hosted.

Cheers.

 

[KyriacosS_3CX]

Hello,

Unless you want to have multiple Extensions assigned to a single phone (manually configured from the phone interface perhaps, and unsupported), the phone can only be ringing for one call, that is why the "target agents currently on a call" "with accept multiple calls" option is there, to allow for some way to notify agents that another call is inbound.

Using the PWA/Windows Apps where the receptionist can view exactly what call is coming through and on which queue etc, would probably be the most elegant solution.

Another option would be for Doctors to ring into an extension/Parking spot that can be visible via BLF, allowing the receptionist to pick them up from there, bypassing queues altogether, if agent metrics are not needed for these calls.

Best,
KS.