Solved Turn off call waiting audio notification (BEEP Sound) for call queues.

[Wunan]

Hi All

Our staff is struggling with the annoying call waiting BEEP sound while on a call received via a call queue. I understand if I turn off "Accept multiple calls", second call will not come and there will not be any BEEP sound. But the call queue is not handling this well. Even while "Accept multiple calls" is turned off, staff is still hearing the BEEP sound while they are already on a call received via a call queue. Call queue shouldn't be doing this because it is a queue where callers are supposed wait there until an Agent becomes available.

Any help on turning this off would be greatly appreciated.

Thank you in advance.

 

[Alphabetic]

You must have changed the MOH for the queue because you can only have MOH or position announcements.

 

[Wunan]

I am not understanding. What MOH have to do with the call waiting BEEP sound ? When a second call comes to the queue, the queue is supposed to hold the call until the agent becomes available. Not keep on BEEPING the agent inside the first call.

Please correct me if I am wrong

 

[Alphabetic]

Accept multiple calls does not work for ring groups or queues.

are you referring to a RING GROUP or a QUEUE?

Calls to a queue, will QUEUE and the MOH specified under the queue settings will play

Calls to an extension with "accept multiple calls" enabled will hear beeping to notify a caller is waiting.

 

[Wunan]

My opinion is that QUEUE should not even send a call to an extension which is already busy on another call at the first place. Imagine the situation of the staff who is taking calls in their whole shift. He/She will be hearing the loud BEEP sound for every single call until the last call in the QUEUE is answered and this is not good at all.

Otherwise, 3CX should have a feature to choose "RING ALL IF AVAILABLE" in the Polling Strategy. If this option is selected, then the QUEUE will not send the call to the extension which is busy on another call. Once that extension becomes available, then the QUEUE will send the next caller in the QUEUE to that extension.

I am sure that many will choose this option if it is available.

 

[Alphabetic]

As I said before, if you're using queues and ring groups then "accept multiple calls" doesnt work. Calls in a queue will poll available agents only.

Can you send me a screenshot of your inbound rules, ring groups and queues?

 

[Wunan]

As I said before, if you're using queues and ring groups then "accept multiple calls" doesnt work. Calls in a queue will poll available agents only.

Can you send me a screenshot of your inbound rules, ring groups and queues?

 

[Alphabetic]

Ok lets get some more info

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Are you using desk phones or softphone?

 

[Wunan]

I am using Yealink T58.

Hope I have explained to you correctly, if I am not, please accept my apologies.

I understand when there is a direct call, and "Accept multiple calls" is turned off, I will not receive the second call BEEPING inside the first call.

In my case, I am expecting the same thing with the QUEUE as well. I don't want the QUEUE to send the call to the extension which is already on a call. Even if it does, it should not continue to BEEP inside the active call.

It is extremely disturbing for a Call Centre staff to hear the BEEP In-Call tone for every call is in the QUEUE.

Hope I have explained it correctly this time.

 

[ChrisC_3CX]

@Wunan
To hopefully try and clear this up a bit, you are right, Queue calls waiting in Queue shouldn't beep agents that are on a call. And in fact, this is the designed behavior so it should not happen to you either.

Do me a favor and test the following:

1. Create a new test extension(ext A).
2. Create a new test Call Queue.
3. Add the new test extension(ext A) as an agent of the Queue and set the Queue to Ring all.
4. Log into extension's A webclient and log him into the Queue if not logged in already.
5. From a second extension(ext B), call the Call Queue and answer the call with extension A.
6. From a third extension(ext C) call the queue and have the call wait in queue.
7. While extension C is waiting in the Queue, does extension A still hear a beep while on the call with extension B?

 

[Alphabetic]

@Wunan
To hopefully try and clear this up a bit, you are right, Queue calls waiting in Queue should beep agents that are on a call. And in fact, this is the designed behavior so it should not happen to you either.

Do me a favor and test the following:

1. Create a new test extension(ext A).
2. Create a new test Call Queue.
3. Add the new test extension(ext A) as an agent of the Queue and set the Queue to Ring all.
4. Log into extension's A webclient and log him into the Queue if not logged in already.
5. From a second extension(ext B), call the Call Queue and answer the call with extension A.
6. From a third extension(ext C) call the queue and have the call wait in queue.
7. While extension C is waiting in the Queue, does extension A still hear a beep while on the call with extension B?

To hopefully try and clear this up a bit, you are right, Queue calls waiting in Queue should beep agents that are on a call. And in fact, this is the designed behavior so it should not happen to you either.

should this say shouldnt beep agents?

 

[ChrisC_3CX]

Yes sorry about that, typpo!

I edited my post, thank you for pointing that out!

 

[Wunan]

@Wunan
To hopefully try and clear this up a bit, you are right, Queue calls waiting in Queue should beep agents that are on a call. And in fact, this is the designed behavior so it should not happen to you either.

Do me a favor and test the following:

1. Create a new test extension(ext A).
2. Create a new test Call Queue.
3. Add the new test extension(ext A) as an agent of the Queue and set the Queue to Ring all.
4. Log into extension's A webclient and log him into the Queue if not logged in already.
5. From a second extension(ext B), call the Call Queue and answer the call with extension A.
6. From a third extension(ext C) call the queue and have the call wait in queue.
7. While extension C is waiting in the Queue, does extension A still hear a beep while on the call with extension B?

Hey Chris

Thank you very much for the suggestion. I'll surely try this and let you know the results. But, in your case scenario, all the call flow is internal. Even if this works, do you think this would be the scenario for external calls as well ?

 

[Wunan]

should this say shouldnt beep agents?

Hey

kieferschild​

Yes, It is not a professional approach to BEEP an agent who is already in an active call. As I mentioned earlier, the QUEUE should not send the call to an agent who is already in an active call.

Example: There are 5 agents in a QUEUE. Let's say, "RING ALL" polling strategy is selected and 2 agents are already in an active call. The QUEUE should not send a new call to those 2 agents who are already in an active call., instead, it should send the new call to the remaining 3 agents.

 

[Wunan]

Let me try and put it this way

A CALL QUEUE should handle the calls different to an individual handle calls. Means, an individual can have the option to select that if they want the second call to BEEP inside the first call or not but a call QUEUE is meant to be attended by a group of extensions and should not be interfered by additional calls.

 

[ChrisC_3CX]

Even if this works, do you think this would be the scenario for external calls as well ?

This applies for external calls too, there should be no beep.

I think that kieferschild is actually saying the same exact thing as we all are. Queues should work exactly how you are describing it and that is 3CX's design too. I do not know why you are experiencing different behavior yet, but, that is why I asked that you run the test above to see if maybe it has to do with your current Queues or Extensions configuration.

 

[Alphabetic]

Have you used custom templates? Does this happen on webclient?

Factory reset a phone and test.

 

[Wunan]

Hi Kieferschild & Chris

Thank you both of your for your time. I have done the testing as per adviced by Chris in the begining and I don't hear the BEEP sound inside the first call. This time, I used 3CX MAC client to do the test. I also test with the IOS client as well and no BEEP sound. Why am I getting the BEEP sound only on the Yealink T58 ? This phone is fully supported by 3CX and it should work as it should be.

Any suggestions would be greatly appreciated.

 

[Alphabetic]

I still ask: are you using custom templates and recommend you to factory reset a phone using the templates supported

 

[Wunan]

I still ask: are you using custom templates and recommend you to factory reset a phone using the templates supported

Yes, I am using custom template.

Also there is a small change. I have just tested with the Chrome Web Client and I can hear the second call BEEPING. Very strange. MAC Client and IOS Client works perfectly.

Any idea ?