Solved Return to Queue

[Eder Pardeiro]

Hi,

I'm implementing the 3cx phone system and have one doubt.

I have one Queue "Service Desk" with 10 attendant logged on. This queue is configured to "Hunt Random Start" call users.

I need somehow when someone calls the queue, the call is forwarded to the attendant and the caller does not answer the call, the call goes back to the queue in search of another logged in attendant.

How I can this?

 

[Saqqara]

Slight confused, calls to queue with ring on all logged in agents in order specified - not sure why you want the call to go back in the queue

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

 

[Eder Pardeiro]

Hi Saqqara,

I'm sorry, I'm Brazilian and I do not speak English fluently.
I'm going to try Google Translator now.

My scenario is:
I have a queue with 10 attendants
Let's imagine that in the queue, 3 attendants are talking.
If someone calls, one of the free attendants will receive the call.

So far so good.

What I need is that if this attendant who received the call does not answer, the call should go back to the queue, where it will be directed to another attendant, or to the same attendant, if it is available.

I've been able to partially solve this recently by creating two queues where whomever falls into a main queue and then is directed to the queue of attendants. If the attendant does not answer the call, the call is redirected to the main queue, which makes the call again.

The problem with this solution is that when leaving one queue for another, it generates abandon, which appears in the productivity report.

 

[leejor]

Shorten the ring timeout, as required.
https://www.3cx.com/docs/manual/call-center-queues/
If you'd like a different result (log), when the call moves back into the queue, you can suggest it in the Ideas forum.

 

[Eder Pardeiro]

Really "Prioritized Hunt" solve this problem.

Thank's