QUEUE_UNATT

[HiroNikuyama]

Hello, Thank you for your support.

Now, I'd like to know the details of the conditions when QUEUE_UNATT(noavailable_queueagents.wav) is played.
I tried test queue calls in the following two patterns.
1. Queue call without an agent logged in.
2. Queue call while the agent(which is the only agent assigned to the queue) is busy(on another call).

In both cases, the announcement didn't play.

If any further info is needed, please let me know.

Best regards.

 

[Saqqara]

Have to say not sure when this wav is played, or even if it played.

3CX will play the music on hold settings setup in the queue.

More info on queues - https://www.3cx.com/docs/manual/call-center-queues/

 

[ChrisC_3CX]

The specific system prompt will only play if all agents are logged out and the "Destination if no answer" of the call queue is set to "End Call"

 

[HiroNikuyama]

The specific system prompt will only play if all agents are logged out and the "Destination if no answer" of the call queue is set to "End Call"

Thanks for the answer.
May we know clearer what " if all agents are logged out " means.
Does it include when all agents in the queue "no available"?

Best regards,

 

[Saqqara]

Users who are members of queues can log in and out of queues. https://www.3cx.com/docs/pbx-queue-status/

When logged out , the extension will not ring , polled as it logged out

 

[HiroNikuyama]

Users who are members of queues can log in and out of queues. https://www.3cx.com/docs/pbx-queue-status/

When logged out , the extension will not ring , polled as it logged out

Thank you, well, my focus is still the condition " conditions when QUEUE_UNATT(noavailable_queueagents.wav) is played".

Does 'it will play if all agents are logged out ' include when all agents in the queue "no available"?
What I meant by "when all agents in the queue "no available" is when all the members of the queue who are logged in the queue are on call, not waiting.

We are asking that we find some cases that the announcement file was played, while some members of the queue were "not log-off", but not available because all of them were on call.

Best regards,

 

[ChrisC_3CX]

Does 'it will play if all agents are logged out ' include when all agents in the queue "no available"?
What I meant by "when all agents in the queue "no available" is when all the members of the queue who are logged in the queue are on call, not waiting.

No, the agents must be Logged Out of the queue. Not available (e.g on a call) is different and will not have the message played. If the agent is on a call, the caller will stay in the call Queue(on-hold) until the maximum timeout is reached, then, if the "Destination if no answer" is "End Call", the call will simply end with no audio message.

For the prompt to play these two conditions must apply:

• All agents of the Call Queue must be Logged out of the Queue.
• The "Destination if no answer" of the Call Queue must be set to "End Call".

If you have received this audio message while agents where logged into the call queue then it probably means something else happened. Check your call routing. Did the call perhaps somehow go to a different Queue and THAT one had no agents in it? I'd recommend tracing your PBX's call flow to see if there's a possibility anything like this happened.

 

[HiroNikuyama]

No, the agents must be Logged Out of the queue. Not available (e.g on a call) is different and will not have the message played. If the agent is on a call, the caller will stay in the call Queue(on-hold) until the maximum timeout is reached, then, if the "Destination if no answer" is "End Call", the call will simply end with no audio message.

For the prompt to play these two conditions must apply:

• All agents of the Call Queue must be Logged out of the Queue.
• The "Destination if no answer" of the Call Queue must be set to "End Call".

If you have received this audio message while agents where logged into the call queue then it probably means something else happened. Check your call routing. Did the call perhaps somehow go to a different Queue and THAT one had no agents in it? I'd recommend tracing your PBX's call flow to see if there's a possibility anything like this happened.

Hi Thank you for the comment.

Now how about this scenario;
All agents who are logged in to the queue are on call in another queue.
e.g.

Agent 1, and 2 are belonging to queue A and queue B.
Both agents are logged in to both queues.
Bothe agents on call in queue A.
Will the announce "noavailable_queueagents" play when a caller called to queue B?​

Best regards
Hiro

 

[ChrisC_3CX]

Now how about this scenario;
All agents who are logged in to the queue are on call in another queue.
e.g.

No, this would simply mean that all agents are busy causing calls to the first queue to simply stay in the call queue until someone becomes available.

The audio message you're referring to will play if and only if the scenario in my previous reply applies.