Queue call back and waiting

[Alphabetic]

Good morning,

I have a customer that seems to think their queued calls are not being answered by oldest first when using QCB.

Is it possible that if a new call comes in and waits in the queue, this takes priority over QCB or are QCBs given before new callers who want to wait in the queue?

 

[ChrisC_3CX]

Is it possible that if a new call comes in and waits in the queue, this takes priority over QCB or are QCBs given before new callers who want to wait in the queue?

When a QCB is requested, it will actually hold the exact position of the caller in the Queue so the order should not change at all. Not even new calls come in, they do not take priority over the QCBs.

 

[Alphabetic]

When a QCB is requested, it will actually hold the exact position of the caller in the Queue so the order should not change at all. Not even new calls come in, they do not take priority over the QCBs.

Is there a way I can see queue positions that isnt looking at the waiting time?

 

[ChrisC_3CX]

Is there a way I can see queue positions that isnt looking at the waiting time?

I'm afraid not, the 3CX Switchboard orders Queue calls based on the time so QCBs inevitably get put last in this specific list. Regardless, they will still maintain their original Queue position.

 

[VoIPTools]

Are you using 3CX priority queues in your environment? That can alter the order that calls are being answered.

 

[Alphabetic]

Are you using 3CX priority queues in your environment? That can alter the order that calls are being answered.

No, just one queue.

Customer seems to think that new calls are being answered before QCB

 

[ChrisC_3CX]

Customer seems to think that new calls are being answered before QCB

If it's just one queue with QCB, then this shouldn't happen. It may be that the customer is actually looking at the Webclient's Switchboard and is seeing QCB calls put at the bottom of the list due to their time being reset when the QCB is requested so you might want to check if this is why he's reporting this problem.

In any case, you should be able to create a test queue with 1 test agent and prove this is not the case by placing 2-3 calls.

 

[Alphabetic]

@ChrisC_3CX just a quick question regarding wrap-up time.

What is the state of the agent during wrap-up time?

For example, If the Q has 1 agent and a wrap up time of 10 seconds, what happens to the call during this 10 seconds? Does it continue to queue or is it destination no answer?

 

[ChrisC_3CX]

It will stay in the Queue, the agent will essentially be considered busy during that time.