Silencing / Rejecting Queue Calls

[amir_]

When a Yealink phone is in a queue, there is a SILENCE and a REJECT softkey. Unfortunately, they are not doing what I need them to do - which is send the call to VM.

I find literally no Google hits with Yealink 'silence" and Yealink support is beyond terrible. I've opened tickets and not heard back from Yealink support for weeks.

In this particular queue - there is only one staff member and they need the ability to handle customers who walk up to their desk. So ideally - the SILENCE or REJECT button would work to send the inbound queue call to VM.

Has anyone every dealt with this issue?

TIA,

Amir

 

[Aaron Paul]

If a phone is in a queue and you silence the phone it won't go to VM as the call still follows the queue settings. If the queue is set to 1800 seconds and then go to voicemail it will follow the queue settings over the agent's status.

 

[amir_]

If a phone is in a queue and you silence the phone it won't go to VM as the call still follows the queue settings. If the queue is set to 1800 seconds and then go to voicemail it will follow the queue settings over the agent's status.

Thanks Aaron. So there is really no way for the agent to avoid the inbound queue call - other than logging out / logging back in.

What I find interesting is there is literally ZERO Google hits on the SILENCE soft key and Yealink.

 

[Aaron Paul]

Correct. If you are wanting a user to be able to send callers to voicemail, a ring group would probably be the best method. Alternatively, what we've done in the past if set the DID to ring the individual users extension for 1 second. If the user doesn't answer in the 1 second it gets sent to the queue you're mentioning. This gives her a chance to put her phone on DND if she can't take any more queue calls sending the calls to voicemail but also keeping your queue relevant. I hope that makes sense.

 

[amir_]

Correct. If you are wanting a user to be able to send callers to voicemail, a ring group would probably be the best method. Alternatively, what we've done in the past if set the DID to ring the individual users extension for 1 second. If the user doesn't answer in the 1 second it gets sent to the queue you're mentioning. This gives her a chance to put her phone on DND if she can't take any more queue calls sending the calls to voicemail but also keeping your queue relevant. I hope that makes sense.

Thanks Aaron.

I come from a Cisco enironment. When a hunt group member ignores a call, Cisco will take the agent out of the hunt forcing them to LOG BACK into the hunt.

Is there such an option in 3CX?

 

[Evolute IT]

Thanks Aaron.

I come from a Cisco enironment. When a hunt group member ignores a call, Cisco will take the agent out of the hunt forcing them to LOG BACK into the hunt.

Is there such an option in 3CX?

Nope

 

[SweetAction]

3rd party VOIPTools can do this (log out after missing calls)

It involves watching for that mis/unanswered and then logging then out if you want to build it yourself.

 

[amir_]

3rd party VOIPTools can do this (log out after missing calls)

It involves watching for that mis/unanswered and then logging then out if you want to build it yourself.

Very interesting. We own VoipTools. Which plug in is that ?

 

[SweetAction]

Very interesting. We own VoipTools. Which plug in is that ?

https://www.voiptools.com/product/3cx-auto-logout/

 

[amir_]

https://www.voiptools.com/product/3cx-auto-logout/

Thank you very much.

 

[Evolute IT]

https://www.voiptools.com/product/3cx-auto-logout/

Good to know!