V20 - Force Extension to be online/available

[Mateusz Rzyski]

Hello Everyone,

I've been looking for a solution to an unexpected problem encountered after moving to V20.

Scenario is as following: client has requested us to create a callback queue - queue dedicated specifically to leave a callback. However for this to work, queue must have a working extension.
To solve this, I was going to use dummy extension with call my mobile present, however I've noticed that now it is not possible anymore, since when 3CX calls improper number set as mobile and encounters an error, PBX plays speech about wrong number.

Has anybody come up with an idea on how to re-create such extensions in new version or has found a way to make an always active extension?

Best Regards
Mateusz Rzyski

 

[SnakeRiverWebDevelopment]

You can use CFD for this, you assign a extension number to the CFD and have the flow go to the callback queue

 

[NicholasP_3CX]

The way the call back works in the queues is to have the active agents speak with the customer, so if there is no agent in the queue, if the callback was made who would the customer talk to?

 

[Mateusz Rzyski]

You can use CFD for this, you assign a extension number to the CFD and have the flow go to the callback queue

Could you please describe this more in detail, as I fail to see how this solves the issue. The issue lies not in routing call to queue, but in making queue to accept the call without any agent present in it.

 

[Mateusz Rzyski]

The way the call back works in the queues is to have the active agents speak with the customer, so if there is no agent in the queue, if the callback was made who would the customer talk to?

The idea client has is department manager will receive a notification about requested callback and will assign it to one of their agents. This callback queue should receive calls only when all personnel is busy on meetings or with other duties, or when the call is received outside of working schedule. In both cases, there will be nobody present at work to handle the call.

 

[NicholasP_3CX]

Could you please describe this more in detail, as I fail to see how this solves the issue. The issue lies not in routing call to queue, but in making queue to accept the call without any agent present in it.

Youre basically asking the queue to do something out of its design scope.

The suggestion is actually correct. Send the call to a CFD, have the person verify their number, and send an email with the callback number. No need for agents or anything.

You can forward the call from the notmal queues when they are out of office hours for example.