Solved Queue

[Gergo Schwahofer]

Hello,

I want to create a Queue for incoming calls which ones have to wait.

If an Incoming call comes in first it goes to Worker1 after if hes not answering or already have active call it goes to Worker2. This is how it works now. The priority of the calls is good, just at the end we need a queue.

An Active call comes in and going to Worker1, after if hes not answering or already have active call it goes to Worker2. If worker2 also have an Active call or not answering to Call should go to a Queue where only music played. Worker1 and Worker2 can anytime Take the call from the Queue as soon they back in work or finished the active call.

Can I solve that somehow?

Thank you very much its really urgent.

 

[YiannisH_3CX]

Hello @Gergo Schwahofer

You could leave the call flow as is and create a queue with worker 1 and worker 2 as members. The call will reach Worker1 and if he is busy or unavailable then the call goes to Worker2. If he is also busy or unavailable then the call gets routed into a Queue where the caller will wait. When either Worker1 or Worker3 become available then the Queue will poll them and they can pick up the call.
The only downside to this is if both are logged out of the queue then the call will be forwarded to the destination if no answer of the Queue. This can be solved though by using a dummy extension as a Queue agent.

 

[Gergo Schwahofer]

This is what I did right now. I created a queue. How Should I join to the queue? I made myself an Agent, but it says no Agent is connected to the Queue, how can I join? Thanks

 

[Gergo Schwahofer]

Ah I found sorry. *62

 

[Saqqara]

Various ways

3CX Management Console - Extensions , highlight the extension . click on status tab

3CX Client - click on the Q icon

3CX Webclient - click on the Q icon

 

[Gergo Schwahofer]

Thanks. ITs working perfectly, one more thing and its done. How can I use that but without ringing the Queue Agent. Because now the call goes to queue and ringing everybody somebody in the queue, its perfectly showing whos calling and which depermant he called , but we dont need the ringtone, just a silent notification on the phone. How can I disable that? It doesnt matter if only possible on the phone. we have snom phones.

 

[Gergo Schwahofer]

as I see there is no option to that? I tried also in the phone, added Queue extension number to addressbook VIP and VIP ringtone to nothing , but the call not come from QUEUE it comes from the external number so thats not working. Any idea?

 

[Saqqara]

You need to change the default ringtone for the queue

3CX Console - Extensions - 'Phone Provisioning' tab - Configure Queue ringtone option.

 

[Gergo Schwahofer]

Ah Thank you, but now I solved it already 1 minutes ago in SNOM telephones you can select queue alert ringtone and changed it to nothing, we have only 4 phones so phone settings also option. Thank you for the answers. Problem SOLVED!

 

[YiannisH_3CX]

Glad to see the issue has been resolved