Wrap Up Time in Multiple Queues

[jordan.derive]

We have a person who is in two separate queues. When they hang up a call from one queue the other queue immediately rings them, it does not respect the wrap up time from the other queue. Is there a work around for this issue? One queue is marked as priority queue this doesn't fix the issue.

 

[lneblett]

The issue is that queues are independent of one another. At the moment, and unless modified by 3CX, the settings for one queue are only observed by the queue to which the agent is logged in. So if the agent is member of more than one queue, that unlucky sole is subject to all the rules associated to each queue for which they are a member.

The easiest way, and yet most dangerous, is to have the agent set themselves to DND or log out. This makes them unavailable to any Q, which then allows them time to wrap up.