Queue Calls with no agents Logged In

[Far891]

Hello Guys,
Its been couple of months that we are using 3CX for our customer service department, the big issue we have with the system is that if no agents logged in to the queue we will lose all the calls in the queue and its not acceptable for us either for the clients which waiting for a long time, I'm wondering if 3CX has any new updates to simulate a pause option for the agents to have few seconds to breath or taking the notes, now they can only sign out from the queue which cause us losing call queues also if there is a way which we could keep the calls in the queue even if no agents logged in. Also as far as I know, there is no manual option for the wrap up time for the agents to manage the time.

Thank you in advance for your help!

 

[Evolute IT]

There's no "pause" but they can put themselves in Away mode if I remember correctly.

As for wrap-up time, it is only configurable per queue and not by the agents. You could set a 15-25sec which is usually enough to finish notes and click save before another call comes in.

Also, you won't "lose" the calls, they should be going to the Destination No Answer (DNA), which could be an operator or a voicemail.

 

[Far891]

Hello Frederick,
Thank you for your reply.
We setup Destination No Answer (DNA) for the queues, but this is not our problem, during the working hours, once we don't have any agents logged in, we will lose all the calls and the queue be emptied and if the agent put the status as Away the considered them as not logged in the queue.

 

[Evolute IT]

Hello Frederick,
Thank you for your reply.
We setup Destination No Answer (DNA) for the queues, but this is not our problem, during the working hours, once we don't have any agents logged in, we will lose all the calls and the queue be emptied and if the agent put the status as Away the considered them as not logged in the queue.

You can disable the Logout from Queues on the Away status.

 

[Far891]

So, if we do that, it means the user still logged in the queue but doesn't receive the calls until become available ?

 

[Evolute IT]

So, if we do that, it means the user still logged in the queue but doesn't receive the calls until become available ?

Should, yes.

 

[Far891]

Its not working, even if we are on "away" we will receive the queue calls.

 

[NickD_3CX]

Hi @Far891 ,

Just to explain something about the "Away" profile status and Queues.
Each status has a "Log out from queues" option:



If this option is disabled, the extension WILL receive calls via Queues, regardless what profile status this is (extension needs to be registered of course).

Example:
For "Away" you have "Log out from queues" disabled.
When you set your extension to "Away", other extension can't call you directly, because you are away, so the call follows your Forwarding Rules for "Away".
At the same time though, calls via Queues poll you normally.


Onto the original request of the OP.
Queues in 3CX are designed so that if there are no agents logged in, calls will NOT wait in the Queue, rather they will be forwarded to the Destination if no Answer. This is the expected behavior.
Now there are some 'tricks' you can do to this behavior, there is a similar discussion here with some suggestions:
https://www.3cx.com/community/threads/music-on-hold-call-queue.83031/

 

[jed]

Its not working, even if we are on "away" we will receive the queue calls.

We do have another solution, in JEDWare we have a "Queue Watcher". By this function we login an Extension, when all other extensions is locked out, just to keep the call in the Queue.

Requierments:

• You need an extension that is registered, eg on a "silent" old SIP Phone somewhere.
• You need JEDWare, you can grap an trial from https://jed-ware.com and test this solution for free.
• To be able to install JEDWare, you need an PRO or ENT License, for JEDWare to be able to use the 3CX API.

You might find other usefull addons during your trial that could be usefull