Solved Take calls manually from a queue

[MrGlenn]

Hi all,

We have about 40 queues in our 3cx and sometimes the agents need/wants to pick up a call that is sat in a queue with the status ringing.

Is this not possible i have tested and i thought that the setting "Perform operations (divert, transfer, pickup)" would make this work but that seems to just be working if another agent is handling the call.

Seems a bit odd that i cant figure it out.

Reason we want to be able to do this is for exampel a agent calls a customer that dont pickup and they call back a few secounds later they get put in the queue and in our line of work it would be better / faster if they just could pick the call up from the queue.

 

[TheodorosG_3CX]

Is your polling strategy to Ring All for all the queues?

 

[MrGlenn]

Is your polling strategy to Ring All for all the queues?

The polling strategy is round robin for all our queues.

 

[TheodorosG_3CX]

All agents can see.show presence between queues?

 

[MrGlenn]

All agents can see.show presence between queues?

Yes they can do that

 

[TheodorosG_3CX]

I tested on my side and this is not the case.
Now try on the same queue only, and make 2 calls. Answer the first from an extension and from another agent right click on the second incoming call. Keep in mind that you need to right click on the queue call not the part that polling an agent.

 

[MrGlenn]

I tested on my side and this is not the case.
Now try on the same queue only, and make 2 calls. Answer the first from an extension and from another agent right click on the second incoming call. Keep in mind that you need to right click on the queue call not the part that polling an agent.

Okey, will test and see if this is the solution

 

[TheodorosG_3CX]

Let us know

 

[MrGlenn]

Let us know

Well you had the solution so thank you verry much !

 

[TheodorosG_3CX]

You are welcome