Round Robin/ Random Callback?

[Phlobot]

Is it possible to do a round robin for queue callback behavior or does it always call the first available by order of the agent list? The main queue ring strategy is ringall in this case if that makes a difference

 

[cobaltit]

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

 

[JohnS_3CX]

Hi @Phlobot

The callback feature will follow the exact same polling strategy as the on the queue has.

If it helps, think of it as if that caller was still in the queue and waiting, so whoever was the agent that would pick up their call would instead just contact them via callback. It's like they never left the queue lets say.

 

[Phlobot]

Hi @Phlobot

The callback feature will follow the exact same polling strategy as the on the queue has.

If it helps, think of it as if that caller was still in the queue and waiting, so whoever was the agent that would pick up their call would instead just contact them via callback. It's like they never left the queue lets say.

Fair enough, it's very possible some of the users in the queue are lying about not getting the calls haha. I'll have the queue manager test with the agents so they can gain some clarity.

Thank you

 

[Alphabetic]

Check they're actually logged in and auto switching isnt happening at certain times if they've managed to configure that for themselves. Support Files will show you what EXT rung using 3CX Bin Log Viewer.