Good Day Everyone,
I'm currently running 3cx version 16.0.1.273 on windows. I've been given the opportunity to become the new subject matter expert for 3cx on behalf of the Customer Service team. I should warn you that i'm not very technical and i'm looking for a way to achieve this without having to involve our IT team and use API functionality. We have multiple call centers (Teams) in different locations all running 3cx. I have divided each team into groups and have provided specific extension ranges for those groups. All 3 teams are included in a queue we call "up-sell English".
My issue that I can't seem to figure out is that all members of the queue "up-sell English" can see each locations team members on the switchboard. So for example, my agents in Canada can see my agents in Texas & Mexico and vice versa and none of those agents share the same group. I'm OK with having visibility, but i'm looking for a way to restrict certain teams from viewing each other. This wouldn't be much of an issue, however having a queue manager at each location have the ability to log another locations agents in or out of a queue presents a big problem for me. The up-sell queue has incentives tied to it so we don't want a particular team to have the upper hand by ensuring their location gets the bulk of those calls.
There must be a way to restrict switchboard viewing rights by extension ranges. Am I missing something?
I'm currently running 3cx version 16.0.1.273 on windows. I've been given the opportunity to become the new subject matter expert for 3cx on behalf of the Customer Service team. I should warn you that i'm not very technical and i'm looking for a way to achieve this without having to involve our IT team and use API functionality. We have multiple call centers (Teams) in different locations all running 3cx. I have divided each team into groups and have provided specific extension ranges for those groups. All 3 teams are included in a queue we call "up-sell English".
My issue that I can't seem to figure out is that all members of the queue "up-sell English" can see each locations team members on the switchboard. So for example, my agents in Canada can see my agents in Texas & Mexico and vice versa and none of those agents share the same group. I'm OK with having visibility, but i'm looking for a way to restrict certain teams from viewing each other. This wouldn't be much of an issue, however having a queue manager at each location have the ability to log another locations agents in or out of a queue presents a big problem for me. The up-sell queue has incentives tied to it so we don't want a particular team to have the upper hand by ensuring their location gets the bulk of those calls.
There must be a way to restrict switchboard viewing rights by extension ranges. Am I missing something?
