Target agents already on a call. Requires "accept multiple calls option"

[rely1]

Hello,

Running 3cx version 20.0

Have a queue that is set ON for the option Target agents already on a call. Requires "accept multiple calls option".

Have an extension and member of that queue above that has set the option ON for Accept multiple calls.

Yet when testing the option it does not ring the same extension when the extension is on a queue call. It only rings other queue members.

Our queue ring strategy is "ring all".

Are there other settings that need to be turned on for this to work?

Thanks

 

[bitn2]

This is only if the agent is on a non queue call if i remember correctly.

 

[VoIPTools]

You might want to consider our 3CX Queue Notifier. It has a lot of features, but one of them is the ability to display a popup when a new caller comes into a queue or ring group. So it does not really matter what the configuration of the user is, or what type of call they are on (internal, external, queue, etc.). The point is that the agent needs to know when another caller joins the queue/ring group so they can hop off the current call if needed.


Not a great screen capture since nobody was waiting in the queue at the time I took the image, but you get the idea. You will see the new caller ID information, queue, etc. along with a list of all your queues/ring groups and how many people are waiting and for how long. It's a desktop client that automatically runs in the tray notification area and pops up when a new caller enters a queue or ring group.

 

[NicholasP_3CX]

This is only if the agent is on a non queue call if i remember correctly.

It was at the beginning of Version 20. It was then changed to allow the polling of an agent in a queue call as well.

 

[bitn2]

It was at the beginning of Version 20. It was then changed to allow the polling of an agent in a queue call as well.

Ah ok, thx for clarifying

 

[rely1]

It was at the beginning of Version 20. It was then changed to allow the polling of an agent in a queue call as well.

Nicholas,

Are we saying that in the most recent version, that a caller on a queue call can now be targeted for additional queue calls?

Thanks

 

[NicholasP_3CX]

Nicholas,

Are we saying that in the most recent version, that a caller on a queue call can now be targeted for additional queue calls?

Thanks

Yes! This has been available since update 2!



https://www.3cx.com/blog/releases/v20-update-2-alpha/

 

[rely1]

Hello Nicholas,

Thanks for the reply. We have set the Target agents already on a call and set the extension to allow multiple calls.
However, the agents phone will not ring if already active on a queue call.

Anything else we need to check? Agent's phone is running a router phone via a local SBC running on that agent's phone.

Not sure what other settings might need to be checked?

Thanks

 

[rely1]

Hello Nicholas,

Thanks for the reply. We have set the Target agents already on a call and set the extension to allow multiple calls.
However, the agents phone will not ring if already active on a queue call.

As a workaround we created a 2nd extension and added that extension as a 2nd SIP registration to the phone. But we would rather it work with one extension.

Anything else we need to check? Agent's phone is running a router phone via a local SBC running on that agent's phone.

Not sure what other settings might need to be checked?

Thanks