Restricting User Abilities & Ensuring Queue Always Rings

[ethanxp2]

We have a customer who has a 3CX system on V20.

They are having issues where inbound calls routing via a queue are being missed as somehow users are either signing out of the queue (which is hard to spot as a manager can't easily see if they are signed into a queue or not), or going DND/Away.

Our customer wants to either:

Remote status options for employees
OR
Enforce so the queue always comes through, and rings on extensions regardless of their status and whether they are marked as signed in or out.

Is this possible?

 

[bitn2]

The manager of the queue can easily check if there are agents loged in or not. Also he can check and manage the status of the agents if he has the correct role. I am not sure i understand your problem.

 

[VoIPTools]

I'm sure the manager has many responsibilities besides staring at the 3CX web client all day. This is certainly a very common problem. The thing is, I do not think there is a notification for "no available agents" that can be sent to the manager to get their attention.

There are hacky ways of forcing a dummy extension into the queue so callers will not instantly be sent to the no-answer destination, but that creates it's own set of issues (primarily it really screws with queue/agent reports). Also, you could have someone sitting in a empty queue for some time before anyone notices they are waiting. You can set queue SLA notification thresholds, but that is not really the goal. The goal is to ensure there is always someone available in the queue, or at least send warnings to people.

Unfortunately, I do not think there is not a good way to solve this problem that is built into 3CX.

We have our 3CX Queue Notifier tool. It can notify people when thresholds are exceeded (max wait or max callers), and it can notify when a new caller has joined the queue. We can notify via phone, email, SMS, or desktop popup, but I do not believe our tool will notify if there are no agents available in the queue (but I'm happy to add that feature).

We could create a custom tool that forcefully logs agents into the queue. For example, we already know who the members of the queue are. We could log them into the queue and set their presence to Available (we do this with our 3CX On Call Manager tool). I've also thought about creating overflow agents that when nobody, or not enough people, are available to service the queue, we could add overflow agents to the queue automatically.