V14 Change request

[Esteban K Silva]

Hello

Can a tick box be added to the call queues setup, Maybe under the Advanced > Queue Preferences section of the system.

To enable ‘If no agents are available route to destination if no answer’. The target being that by doing this the system would make any inbound calls bound to the queue follow the ‘Destination if no answer’ rule when there aren’t any agents available. So for example if/when all agents are busy or if there isn't any members in the queue that are logged in and status Available.

This is to make sure callers are not holding/waiting in a queue until the wait time is completed and to avoid ringing a extension during this wait time.

Your thoughts

Please 8|

 

[jlinds]

This is something 3CX is missing which all the other systems seem to have by default. We used to use an Aastra system before changing to 3CX where this was just standard practice.

Where you have a call centre that need to have the calls answered very quickly, you need to be able to move calls from one queue to the next if no-one is logged in and Available. At the moment if you have a queue with 4 agents and 2 are busy on calls but the other 2 are logged out the call stays in the queue until;

one of the 2 logged out users logs in,
one of the busy agents ends the call and becomes available,
or the maximum queue wait time is reached (minimum 15 seconds).

The queue setup just needs a simple checkbox that will override this function only if there are no agents that are logged into the queue and available it follows the 'Destination if no answer' rule.

:?: