Hello 3CX team and community,
I would like to submit a feature request regarding queue call notifications in 3CX v20.
**Current behavior:**
When an agent is set to "Away" and their calls are forwarded to a queue, the queue agents only see the external caller ID in the call notification (Windows app and web client). There is no indication of which internal extension or agent the call was originally intended for.
**Desired behavior:**
The call notification (Windows notification and in-app display) should additionally show the original transfer target — i.e., the extension/name the caller was first routed to before ending up in the queue.
Example:
+49 123 456789 → originally for: Max Mustermann (Ext. 105)
**Why this matters:**
In many businesses, the reception/front desk queue handles calls for multiple colleagues. Without knowing who the call was originally for, the agent answering the call cannot properly greet the caller or prepare for the conversation. This leads to an unprofessional experience for the caller and unnecessary confusion for the agent.
This information is already available in the call logs/reports, so it should technically be accessible during the live call as well.
**Use case:**
- Company has a central queue for the "Inside Sales" department
- Colleague A is set to Away, their calls forward to the queue
- The queue agent answers but has no idea the call was meant for Colleague A
- The caller has to re-explain who they wanted to reach
This would be a significant improvement for day-to-day usability and call quality. I believe many businesses running a central reception queue would benefit from this.
Thank you for considering this request!
I would like to submit a feature request regarding queue call notifications in 3CX v20.
**Current behavior:**
When an agent is set to "Away" and their calls are forwarded to a queue, the queue agents only see the external caller ID in the call notification (Windows app and web client). There is no indication of which internal extension or agent the call was originally intended for.
**Desired behavior:**
The call notification (Windows notification and in-app display) should additionally show the original transfer target — i.e., the extension/name the caller was first routed to before ending up in the queue.
Example:
+49 123 456789 → originally for: Max Mustermann (Ext. 105)
**Why this matters:**
In many businesses, the reception/front desk queue handles calls for multiple colleagues. Without knowing who the call was originally for, the agent answering the call cannot properly greet the caller or prepare for the conversation. This leads to an unprofessional experience for the caller and unnecessary confusion for the agent.
This information is already available in the call logs/reports, so it should technically be accessible during the live call as well.
**Use case:**
- Company has a central queue for the "Inside Sales" department
- Colleague A is set to Away, their calls forward to the queue
- The queue agent answers but has no idea the call was meant for Colleague A
- The caller has to re-explain who they wanted to reach
This would be a significant improvement for day-to-day usability and call quality. I believe many businesses running a central reception queue would benefit from this.
Thank you for considering this request!
Upvote
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