Solved Queue Calls - Possibility to choose the incoming call

[nicolas.dyserinck]

Hello there,

We are currently testing 3CX PBX (Enterprise Edition) in our environnement. So far so good

Here is how we currently manage incoming calls in our queue (not on 3CX) :
- 2 or 4 operators are online. Each are assigned to a specific role but they can switch over time depending the load or tasks
- when multiple calls are in queue, they can choose which one is relevant for them.
Example :
- 11h34 => Operator #1 is waiting for a technician to call back
- 11h36m20s => incoming call #1 : Unknown number. (maybe customer)
- 11h36m26s => incoming call #2 : Technician number calling back

Our operator #1 wants to pick the call from the technician, but all phones are ringing with the first one in queue. With 3CX, we cannot choose the call that we want to take, we have to be in queue and waits for another operator to take all the previous call. We don't want either to park or put on hold.

Is it possible to choose a call using the Windows App and the receptionnist or manager view instead of hunt for an agent or ring all phones ??
Priority queues is not an option either. We wants to give the choice to our operators and not use a "first in queue, first to take the call"

Thanks in advance for your answers.

Kind regards.
Nicolas

 

[ChrisC_3CX]

Well, I'm afraid you can't actually pick another call up while you are ringing in that same Call Queue in the way you describe.

When you say "we don't want to park" do you mean you don't want to park the currently ringing calls until you reach the call you actually want to pick up?

If yes then you can, right click the call you want to take(the one waiting in the Queue), and Park that one instead. Then just pick it up by double-clicking on the corresponding Shared Parking BLF in the 3CX Windows Client.

 

[nicolas.dyserinck]

Hey Chris,

Many thanks for your answer.
That's unfortunate that we cannot choose which call to take.

We tried your suggestion by parking a waiting call and then pick it afterwards. That's work. But the hard part is to be able to get the parked call as my app still ringing for the first call in queue...

Is there a way to deny the call and have a wrap-time more than 2 seconds ?? When i click on Deny, the call is back almost immediately.

Kind regards

 

[ChrisC_3CX]

Regarding the method using the Shared Parking, you should still be able to retrieve the call from the Shared Parking spot by double-clicking it, even if you're ringing.

Wrap-up only applies if the agent has answered a Queue call and then ended it, so declining a call won't work.

 

[nicolas.dyserinck]

Thanks for all of this.
Using BLF spot for SP0, 1 and so on help a lot and avoid the need to rush on "Deny + Logout Queue + SP0"