Stop the Agent from removing calls from Queues

[kaivonderchromit]

Hi,

we´re using a Call Queue for our Support-Hotline. There are all team-mates registered as agents. If no one can pickup the call, there is an "Hotline Catcher", an extension with a VoiceMail to give the client the possibility to reach someone. This all works very well, until: a team-member decides to be "unavailbe" and clicks on "forward to voice mail" if his/her phone rings. Than the call is lost for all avaible agents. Is there a possibility to prohibit such things or a work-around (config change is no problem) we can do to avoid the lost of support-calls?

Thanks for an advice!

Sincerly

Kai

 

[NicholasP_3CX]

If they are unavailable, then they could just log out from the queue, and not send to voicemail. But configurationwise there is no option to prevent this.

 

[kaivonderchromit]

Ok, thank you NicholasP_3CX! Is there a way to "redirect" the VoiceMail? What I mean, the employees doen´t have own voicemails, the "Hotline-Catcher" is the only voicemail... So, if the user wants to switch to voicemail, can the voicemail of the Hotline-Catcher can get the call?

 

[KeithA]

Hi Kai
How are they setting "unavailable" or "redirect to voicemail"?

The simplest option is for the agent to switch status to Do Not Disturb
As, by default, it should then log the agent out of the queue so the call wont go to their voicemail

you can also set the DND call to go to a specific extension's voicemail
the option Log out from queues should be active.

If using DND is not an option, then setup two BLF's as follows:

when logged out agent is still available but won't receive calls from the queue

Regards
Keith

 

[kaivonderchromit]

Hi Keith,

thanks for your reply, we set specific office hours for the employees to overcome the situation and with this setting the extension is set to DND and this state forwards the call to the Hotline-Catcher.

Thank you, best wishes

Kai