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#3cx call queue pro#

“Callback” – enable to allow callers to hang up and get a call back.

In PRO and Enterprise editions, you can configure these additional options:

Fewest Answered - prioritizes available agents who answered the least number of calls in this skill group.

Round Robin - cycles sequentially through all available queue agents in this skill group.

Hunt Random Start - randomly select an agent to assign the call to, distributing evenly the calls among the agents in this skill group.

Ring All - ring the phones of all the agents in this skill group.

In this way, incoming calls are first assigned to agents in the level “1” skill group and when not available, move on to the less experienced agents in subsequent skill groups. These “Skill Based Routing” strategies are available: For example, a call center can assign its support agents in increasing skill-level groups based on their expertise. The Enterprise edition also includes Skill-based routing, moving incoming queue calls to agents in the next skill group if members of the previous skill group(s) are busy or logged out.

Round Robin – sequentially cycle through agents logged in the queue, i.e. first call is sent to agent 1, second call to agent 2 and so on.

Hunt by Threes Random – sends the call simultaneously to 3 random agents.

Hunt by Threes Prioritized – forwards the call simultaneously to the top 3 agents, as prioritized in the “Agents” > “Call Queue Agents” section.

Fewest Answered – forwards the call to the agent who answered the least number of calls.

Least Talk Time – forwards the call to the agent with the least total talk time.

Longest Waiting Time – forwards a call to the agent waiting the longest.

#3cx call queue pro#

Pro edition includes these additional Queue strategies: Advanced Queue Features (Pro & Enterprise)ģCX Pro and Enterprise editions include advanced Call Center features. Important: Queue members must be logged in a call queue to start answering calls. You can configure queue member extensions to automatically log out by enabling their “Forwarding Rules” > “Statuses” > “Log out from queues” option for each status profile, or disable to allow users to log in manually. 💡 Tip: You can add external agents by configuring their extension to “Ring Mobile Simultaneously” in “Extensions” > “Forwarding Rules” > “Options”.

“Agents” tab - click to “ Add” the member extensions for this queue and move the extensions up or down to configure their priority.“Click2Call / Click2Meet” - set a user-friendly URL to enable callers to easily request remote assistance. See how this can help your contact centre here and here.“ Options” - select to announce a caller’s queue position and specify the prompts language for the queue.“ Play Intro Prompt” - set a custom introduction prompt and choose whether to play this prompt before polling the agents.“Music on Hold” - use a custom on-hold audio file.This option also gets triggered if the caller presses the ‘*’ button, to give callers a queue exit option and leave a message. “ Destination if no answer” - define the maximum queue waiting time and the action to perform if the call remains unanswered. If no agent is logged into the queue, this option gets triggered immediately.Alternatively, you can assign an IVR menu option to the queue.

“Direct Inbound Dialing (DID)” - optionally assign one or more DIDs to the queue to route calls directly to the queue.for how long the phone keeps ringing before the call is considered unanswered by that agent. “ Ring time” – the timeout in seconds, i.e.This strategy can be used to set up skills-based routing, by prioritizing the agents according to their skills. all calls go to the first agent, and only if this agent is busy, the calls go to the next agent. Prioritized Hunt – distribute calls according to the order specified in the “Call Queue Agents” section.Ring All – ring the phones of ALL the agents.Hunt random start – randomly choose an agent to distribute the call to and evenly distribute calls among available agents.“ Polling Strategy” – define how calls are distributed to agents:.Click “ Add”, enter a name for the queue and select a virtual extension number.To add a Call Queue click on the “ Call Queues” function in the 3CX Management Console and: calls to a sales number are routed to a call queue, where callers are kept in the queue until the next sales person is available to respond. Call Queues enable calls to be queued, instead of them going unanswered, whilst agents are on a call, e.g.