Solved Queue Announcement bypassed when no agents

[Blackstone Ops]

Hi,

When a queue receives a call and there are no agents signed in, the Queue announcement is bypassed (even when set to “always play”) and goes straight to the mailbox.

This creates an issue for me in that the company name is only mentioned in the Queue announcement and not the mailbox (out-of-hours mailbox announcement is different).

Is there a way to ensure the Queue announcement always plays, even if the queue is empty?

Many thanks,

Geoff

 

[Alphabetic]

You could try sticking a dummy ext in the Q and turn on "ring mob simul.." that way the queue will always be open.

 

[ChrisC_3CX]

Alternatively, what you can do is create an IVR, set it with the message you want and timeout to 1 second with the destination being the Queue. That way, the caller will always hear the prompt regardless of whether the Queue has agents logged in or not.

 

[leejor]

Alternatively, put the IVR after the queue, before the voicemail. "Thank you for calling XYX company, no one is available at the moment to take your call (our office is now closed) , please hold and you will be transferred to a voicemail system, to leave a message."

 

[Blackstone Ops]

Thanks all. We actually solved this previously with a pre-queue IVR. I wanted to clean up that layer of complexity, and put the message straight on the queue.

I see this is a long-requested feature, but maybe an “always play” option alongside the “play full message” option.

Meanwhile, I got the affected department to agree that someone should really always be Logged in

Geoff

 

[ChrisC_3CX]

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