V20 Call Queue Overflow when Busy

[JettechRob]

I'm setting up a simple reception queue for a customer with overflow to a group.
They would like the calls to overflow immediately if all agents are busy, or no-one is in the queue (designated receptionist on lunch).

From the How To

1. Ring time: set the maximum time in seconds that a call should ring before following the rules set if a call is not answered. Default is 30 secs.

This is set at 5 seconds, but only overflows based on the time set in
Maximum queue wait time (seconds)

Am I missing something?

 

[Alphabetic]

Ring time refers to polling time when set to ring all its an irrelevant setting

 

[JettechRob]

Given that.
An option for "when all agents are busy", would be nice.

 

[Alphabetic]

Given that.
An option for "when all agents are busy", would be nice.

That then defeats the object of a queue doesnt it?

Use ring group if you want it to do something when no ones available.

 

[JettechRob]

That then defeats the object of a queue doesnt it?

Use ring group if you want it to do something when no ones available.

Not at all in this use case.
Unless there's a way for users to log in and log out of a Call Group from the deskphone.

 

[Alphabetic]

unfortunately not.

you'll have to lower your wait time and have it go to overflow queue or use skill based routing (ENT license required).

 

[JettechRob]

Group I/O would be ideal

 

[NicholasP_3CX]

A user has the option to receive calls from a Ring Group based on their status. It is not a login or logout, but it is very similar.



Every profile has this option to enable or disable. Please do note however that ring Groups are VERY basic in their functionality in comparison to a Call Queue.

In the Call Queue however, if there are no agents in the queue, it WILL go to the Destination if no Answer destination immediately.

 

[JettechRob]

Thanks for the reply.
This particular one just doesn't seem to fit into the boxes that 3cx allows.

The client has a rotating reception / call taker.
They don't really need the queuing functions of a dedicated queue as they don't have the vall volume.
But in the case of a second caller while the receptionist is busy, it would be nice to overflow the call immediately, and not make them wait the 15 seconds. (They have impatient clients)
The functionality is there as you mention with overflow immediately with no agents in the queue. Just allow us the option of overflow if not available.

I have started to investigate the option of the custom status WRT allowing calls from the group or queue, but we're now in a long-winded workaround for a very basic function.

This was done very easily on the 20.year old Samsung, by only the one member logging into the Reception Group., and the pool of staff being in the overflow group.
Extremely simple.I n/out of call groups would also be a good option.

 

[NicholasP_3CX]

You have a very specific use case. If a person cant wait 15 seconds for their call to be answered....

Logging in and out of Groups is not possible, and I dont see it coming. The capability is available in the queues.