Solved Queue queries - can queue members exist from a group?

[JamieR]

Hello!

I'm working on a reasonable opportunity for a client who has 90+ DDIs and run a contact centre function for their customers.

My intention is to hang each DDI off a call queue and that way the agent answering the call knows which company to introduce when answering the call. All straightforward 3CX - will be purely using the web client.

What I'm not sure about though is how to manage the members of each queue. It still doesn't seem possible to make a group and then add them as a member to the queue, which would here mean updating 90+ call queue when members of their CS team change and opens the possibility of error.

Their current system is anything but straightforward but one thing it does having going for it is that it's possible to maintain said group that is used as the destination for multiple queues.

In addition, is it yet possible to disable the agents ability to log out of a queue? I want to use queues in order to report SLA breaches but the client doesn't want it possible for their agents to have the ability to (even accidently) kick themselves out of a queue and miss an incoming call - especially with this many queues.

Any advice appreciated.

Many thanks,

Jamie

 

[NicholasP_3CX]

When adding agents into a queue, it is only possible to add individual agents. It is not possible to nest departments into the queues.

is it yet possible to disable the agents ability to log out of a queue?

No this is not possible. However, you can prevent a user from logging out of the queues when they change their status, so it remains logged in. This is done from the Call forwarding page of the users configuration



This option is available in all 5 profiles. This will allow you to customise this accordingly.

I want to use queues in order to report SLA breaches but the client doesn't want it possible for their agents to have the ability to (even accidently) kick themselves out of a queue

In addition to the SLA report, there is also a queue login/out report which will tell the queue managers when an agent logged in or out of a queue.

 

[JamieR]

When adding agents into a queue, it is only possible to add individual agents. It is not possible to nest departments into the queues.

Thanks Nicholas - do you think the group option will be something that'll be added in the future? I surly won't be the only one who would need this. It's never been a problem before with a small number of queues.

To be fair I've just seen that in v20 you can assign a name to a DID/DDI on the queue, so retaining the functionality from v18 which I thought had been lost. I should therefore be able to simply have one big call queue and route all DIDs onto that one queue...if I'm correct in what I'm saying? Is there a limit to the number of numbers that can route to a single queue?

I'll keep the queue logout option in mind for the build.

Thanks again.

 

[NicholasP_3CX]

Im not aware of any limit to the number of DIDs. You can route a number of DIDs there and have them labelled so your agents know which DID they're answering.

As for the adding departments for the membership, this is not something currently on the roadmap.

However you could automate some configuration items with the 3CX Configuration API, to get around tedious tasks.

 

[JamieR]

Fair dos, thanks Nicholas. Much appreciated.