Waiting for the representative to finish the call

[GonzaloS]

Hi,

I set up all the steps in the IVR, now sometimes when the call is transfer to the extension line it happens that the person is talking, how can I put on hold that call until the extension is free and able to answer?

Thanks

 

[cobaltit]

It's called a Queue

 

[VoIPTools]

As noted by cobaltit, you could set up personal queues for each person. The call is then directed to the queue rather than the actual person's extension. If the person is available, they can take the call right away. If they are busy, the person can hold in the queue, or after a period of time, be sent to the person's voicemail box.

 

[saint_]

It would be great if this could be an option available per user.
If you have a site with 4 digits extensions, 4,000 users, and create a queue for each of them, that's heavy on management, and with the current way to do it (one queue = one virtual extension) it gets ride of half of your numbering plan :/

 

[GonzaloS]

Thank you!

 

[YiannisH_3CX]

It would be great if this could be an option available per user.
If you have a site with 4 digits extensions, 4,000 users, and create a queue for each of them, that's heavy on management, and with the current way to do it (one queue = one virtual extension) it gets ride of half of your numbering plan :/

I would recommend posting this as a feature request to our ideas section of the forum https://www.3cx.com/community/forums/3cx-ideas/ . All posts are reviewed by their corresponding Departments and, if feasible and voted for by other users as well, may be implemented in an upcoming service pack or update.

 

[GonzaloS]

Hi,
I just set up the queue, I have only 1 agent answering, so I am using the queue only to make a queue of calls so the agent can answer the following one once he finished the previous one, is the way I explained it the real usage of the queue? My main goal is to put on hold the callers so the agent can answer them all.
Thanks

 

[YiannisH_3CX]

I just set up the queue, I have only 1 agent answering, so I am using the queue only to make a queue of calls so the agent can answer the following one once he finished the previous one, is the way I explained it the real usage of the queue? My main goal is to put on hold the callers so the agent can answer them all.

Yes that is how the Queue works. The calls will be answered by the queue and put on Hold until an agent is available or the Queue timeout is reached.