When no Available Agents in Queues - Option for MOH to Continue

[syadmins]

Hi,

There are times all agents logged out during working hours, as a result we suggest to add an option inside the queues configuration to enable and disable the behavior the 3CX tell the customers there are no available agents and drop the calls immediately. We believe this flexibility allows the administrator to choose whether to drop the call if no logged in agents in queue or to keep the caller listening to the MOH.

We have seen many 3CX users + ourselves having a need for such flexibility, hopefully this will be considered in future releases.

Thank you.

 

[Alphabetic]

Why? There's no one in the queue to answer so why keep your caller waiting?

if the place relies on the agents to be in the queue, then they either take responsibility for being logged in or the queue manager does.

if you dont want them to log out, use ring groups.

There are solutions to keep the queue alive, just search the forum.

as for your suggestion - find it in the ideas section of the forum and upvote it.

 

[Alphabetic]

Also, this video comes to mind when I imagine your agents not logged in... only to realise they have a call

 

[fxbastler]

There are times all agents logged out during working hours, as a result we suggest to add an option inside the queues configuration to enable and disable the behavior the 3CX tell the customers there are no available agents and drop the calls immediately.

Others have worked around this by running a call script before the queue. The program checks the agent status and may route the call differently.

 

[syadmins]

Others have worked around this by running a call script before the queue. The program checks the agent status and may route the call differently.

True, we have created a call script to keep the user in MOH until someone logs in, then the script will find out and do proper routing.

Thanks

 

[syadmins]

Why? There's no one in the queue to answer so why keep your caller waiting?

if the place relies on the agents to be in the queue, then they either take responsibility for being logged in or the queue manager does.

if you dont want them to log out, use ring groups.

There are solutions to keep the queue alive, just search the forum.

as for your suggestion - find it in the ideas section of the forum and upvote it.

I agree with you. Working hours = non-stop no gaps of no available agents.

But there are very few moments when agents are all non-available, we wanted to cater for this scenario. Actually the IVR script solution proposed by some people in the forum did fixed it for us. However, I still believe this is not a 100% right approach to handle the situation, since I would imagine Abandoned calls won't be counted if the user hangup during the fake MOH that we created inside the IVR loop as a workaround.

We will work on modifying the original prompt of no available agents in queue, perhaps a softer version before ending the call + some localization to other languages. Speaking of localization, is it possible to localize the prompt of no available agents in queue, or we should stitch all languages in one audio file?

Thank you

 

[AlexanderJHanna]

Why? There's no one in the queue to answer so why keep your caller waiting?

if the place relies on the agents to be in the queue, then they either take responsibility for being logged in or the queue manager does.

if you dont want them to log out, use ring groups.

There are solutions to keep the queue alive, just search the forum.

as for your suggestion - find it in the ideas section of the forum and upvote it.

I agree with this.

 

[Alphabetic]

I agree with you. Working hours = non-stop no gaps of no available agents.

But there are very few moments when agents are all non-available, we wanted to cater for this scenario. Actually the IVR script solution proposed by some people in the forum did fixed it for us. However, I still believe this is not a 100% right approach to handle the situation, since I would imagine Abandoned calls won't be counted if the user hangup during the fake MOH that we created inside the IVR loop as a workaround.

We will work on modifying the original prompt of no available agents in queue, perhaps a softer version before ending the call + some localization to other languages. Speaking of localization, is it possible to localize the prompt of no available agents in queue, or we should stitch all languages in one audio file?

Thank you

Instead of working on the phone system fixing the issue of no agents available, why not work on why there are no agents in the queue? You're not creating a good experience for your caller

 

[VoIPTools]

I have never tried this, so I don't know if it works -- it is just an idea...

What if you had the "destination no answer" route to SP01? They could wait there, and have music on hold. The queue users could look at a BLF to see if anyone is on park while they are away?

I checked and you can put SP01 in the transfer to outside number field. Personally, I think trying to hang on to callers when everyone is logged out of a queue is probably a bad idea, but this is perhaps something you could try?

Note: If this is even possible, the calls sent to park would be flagged as abandoned.

 

[fxbastler]

What if you had the "destination no answer" route to SP01? They could wait there, and have music on hold. The queue users could look at a BLF to see if anyone is on park while they are away?

Nice idea.
Who knows what the TO want about specific MOH for such calls but he may decide about this.

I checked and you can put SP01 in the transfer to outside number field. Personally, I think trying to hang on to callers when everyone is logged out of a queue is probably a bad idea, but this is perhaps something you could try?

right: (good but) bad idea, but if that is what is wanted - why not
only the TO knows

 

[syadmins]

I have never tried this, so I don't know if it works -- it is just an idea...

What if you had the "destination no answer" route to SP01? They could wait there, and have music on hold. The queue users could look at a BLF to see if anyone is on park while they are away?

I checked and you can put SP01 in the transfer to outside number field. Personally, I think trying to hang on to callers when everyone is logged out of a queue is probably a bad idea, but this is perhaps something you could try?

Note: If this is even possible, the calls sent to park would be flagged as abandoned.

Sounds like an idea, we will give this a try and see whether it fits in our requirement.

Really appreciate the suggestion

 

[VoIPTools]

I will be interested to know if this "idea" works at all. I should try it myself, but I have other tasks demanding my time

I will point out that a park location can hold multiple callers and functions similarly to a queue -- first in, first out. I'll be surprised if this works.

 

[AlexanderJHanna]

At some end point, it still relies on humans being in place to handle calls. It's about managing people.

 

[SteveITS]

Test SP thoroughly…when v18 supported forwarding calls to SP there were certain situations where calls could be conferenced together, as I recall.

> park location can hold multiple callers and functions similarly to a queue -- first in, first out

…which maybe has changed?