Skip queue waiting time if all agents are busy

[David Torres]

Hello everyone,

I have configured several Call Queues where, after a specific Queue Timeout, the call is successfully forwarded to an external number handled by an AI agent.

However, I need a specific configuration change:

If all available agents in the queue are currently busy (in a call), I want the incoming call to bypass the queue immediately and be forwarded directly to that external number/AI agent, without waiting in the queue at all.

Has anyone implemented a setup like this? How could I configure this behavior in 3CX?

Thank you in advance for your help!

 

[SteveITS]

That sounds like a ring group.

 

[KyriacosS_3CX]

That sounds like a ring group.

Indeed.

Still perhaps a Skill based queue setup would do it. Agents all in high skill group, AI agent set as extension with also ring my mobile with a lower skill level. Could work.