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Queues when no one logged in

Discussion in '3CX Phone System - General' started by mrwolf, Apr 18, 2008.

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  1. mrwolf

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    If a caller transfers to a queue and no agents are logged in, it appears there is no way to immediately forward the caller somewhere else such as voice mail or another attendant. Right now I have a queue that has a max wait time of 10 minuts set. If someone calls in while there are no agents logged in, it forces them to wait in the queue for up to 10 minutes before it takes the timeout action.

    Is there a way around this?
     
  2. mrwolf

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  3. mrwolf

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    *BUMP* :?: :?: :?: :?:
     
  4. kevin

    kevin Member

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    Hi there

    Unfortunately there is no way around this.

    Regards

    Kevin
     
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  5. mrwolf

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    Can you tell me if this is in the development schedule/roadmap? Most systems have this so (a) this would not be proprietary information and (b) it is a really needed feature for anyone serious about using the call queues.
     
  6. archie

    archie Well-Known Member
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    Actually, good point, thank for suggestion. We definitely should consider implementation of such feature.
     
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  7. kevin

    kevin Member

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    Hi mrwolf

    I've escalated this as a feature request.

    And as a humorous aside, anyone serious about call queues would ensure his agents are sitting pretty next to the phones ;)

    Regards

    Kevin
     
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  8. SY

    SY Well-Known Member
    3CX Support

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    mrwolf,

    In version 5.1. Call will wait in the queue until one of agents will accept it or until specified timeout(no answer rule). PBX doesn't differentiate reasons ( may be it looks like a stupid implementation, but it is true? :) ).

    This behavior may be (and will be) changed in version 6. Could you please specify exact scenario you are expecting and describe how most systems handle this situation (please specify use cases)?

    Thanks for your help
     
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  9. mrwolf

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    In our office (and many other small businesses) there may be times where only one person is logged into the queue. If this person should leave their desk for a break and log out, then the caller is forced to wait for the timeout to expire before being told there is no one available and transfer the call to a voice mailbox. With Asterisk you can specify that callers cannot join a queue when empty and if there are callers in the queue when the last agent logs out of the queue, it will immediately force the callers out of the queue. I would suspect that rather than just hanging up or telling them no one is available, the callers should be sent to either a voice mailbox where they can leave a message, or possibly a digital attendant that tells them no one is available and gives them the option to transfer back to the main menu or to "Press 1" to leave a message...something of that nature.

    Hope this helps.

    Thanks,
    Mr. Wolf

    We are on the virge of becoming a reseller and this is the only thing holding us back from using the system ourselves.
     
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