V20 - Exit call queue if no agent available?

[Dietmar]

Hi there,

is it possible to handle calls in "call queues" like if it is considered as unanswered when no agent is available (for instance only 2 out of 8 agents are logged into the queue and both are busy with handling other calls) without waiting the whole "maximum queue waiting time (seconds)"? Another option would be: "reduce the maximum waiting time to (seconds) in case of unavailability"

Kind regards,

Dietmar

 

[TheodorosG_3CX]

Actually this is the exact purpose of a call queue as call shall be waiting until the next agent is available so in this case you need to actually reduce the Maximum Queue Wait time.

 

[Dietmar]

Thanks TheodorosG_3CX for your fast answer.
This would be "suboptimal", at least from our point of view.
As we are normally happy with the "Prioritized Hunt" (and a "Ring time" of 15 seconds each) and a Maximum Queue Waiting time of 1 minute. So, if 4 agents are available - everythings fine (from the techncal perspective - not from the human one). But when all agents are busy, it should not wait the maximum time and keep "knocking" in the background).
It should either wait for a shorter period, or transfere the call to the defined external destination.

 

[TheodorosG_3CX]

Understood however this is how the queue is designed to work.

 

[Dietmar]

OK. Thanks for your understanding and honest reply. Even if it is disappointing - it would be a feature request to even evolve 3CX further.

 

[TheodorosG_3CX]

Have you also considered the Queue Call Back option? Maybe this will suite to your scenario:

 

[Dietmar]

Thanks TheodorosG_3CX for pointing that out. But in our case it is not appropriate, as it does not help the remaining agents to know to call back somebody whilst they are constantly busy with answering Hotlinecalls. So that's why they are transfered after the "maximum waiting time" to an external call-center. And that's the reason why we were asking for a shorter waiting time or even a direct transfere to the call-center in case the agents are busy and not keep "knocking" them in the line and maybe giving up after a senseless waste of time to reach the call-center-call-queue...
But thanks for informing!

 

[TheodorosG_3CX]

You are welcome