For example, a support team has one queue for normal support calls and another queue for VIP customers, so even though serviced by the same agents, calls from the VIP queue get priority. Priority Queue: Prioritizes calls from this queue over calls from other queues the agent/extension is a member of. Maximum Callers in Queue: When this number is reached, calls are routed according to the settings in the "Destination if no answer" section. Wrap-Up Time: Gives the agent the specified time in seconds to enter notes into the call record after taking a call. Set the "Callback mode" to be requested by the caller by pressing "2", or to be offered when the queue timeout is reached. You need to specify the "Callback Outbound Prefix" to trigger an outbound rule to make the call. These features include:Ĭallback: Enables callers to hang up and get a callback. Queues have advanced call center features with the PRO license of 3CX. If all agents are busy, calls are kept waiting until an agent is available. Here’s a comparison of Call Queues vs Ring Groups in 3CX, along with the benefits of both: Call QueuesĪ call queue is a feature that places incoming calls in a waiting line until an agent is available to answer the call. Both features can help improve the customer experience and increase agent efficiency, making them valuable tools for any business that relies on phone communication. Call queues are ideal for businesses with multiple agents who need to handle a high volume of incoming calls efficiently, while ring groups are better suited for smaller businesses or teams where all team members are responsible for answering calls. Overall, the choice between using a call queue or a ring group in 3CX will depend on the specific needs of your organization. Modified on: Tue, 21 Mar, 2023 at 2:35 PM If not, I'm almost debating on having it so that when a user presses 1 for Sales for example, it just sends it to an external DID where I can use 3CX or something again instead or via Direct Routing even though that's clunky.Solution home Training and Quickstart Guides 3CX Call Flow Features Call Queues vs Ring Groups in 3CX Some solutions were $75 USD a user a month, which is more than I pay for all of Microsoft 365 and Teams Phone for a user, so it's hard to justify.Īre there any 3rd party add ons that are a bit better but that won't break the bank? Not looking for free or trying to be cheap, it's just hard to justify based on our usage. It's very minimal, but when we do get one we like to see details on it. I know there's several 3rd party add-ons, but our biggest issue is that we might get 1 call a day if that. I'm an admin so I don't take calls, yet if I go into any Teams channel for a queue it's completely empty and shows nothing, making that also useless. That only shows calls the user answered, and not ALL queue calls. We use the option where we assign a Teams channel as the queue to make it appear in Teams, but even that is useless. No one has any way of telling if someone is in a queue or on hold or anything. The built in reports seem bad, and everyone says use Power BI but that's so clunky just to be able to quickly log in and see "did anyone from the team answer that call or was it abandoned, and who answered it."Ĥ) Our biggest issue is the lack of visibility into anything. We used to use 3CX and had a whole switchboard app that would let you see the callers waiting in the queue, how long, who is available, who answered a call, who is talking, etc.ģ) Even when a call ends, it's really difficult to view details on it. Presence is always slow, so you can't trust the red icon or "In a call", plus it doesn't even say if it's "In a queue call" vs just a direct call making it not helpful. He will message that someone is on hold or looking for someone else, and everyone is always surprised as most times it just doesn't ring anyone.Ģ) Whenever it does ring everyone, if you miss the "Call answered by John Smith" in the notification, there's absolutely no way to know if someone got the call or is on it. 80% of the time when someone calls the queue, it only rings one user from my staff. I have presence based routing turned off. There's a few issues that we have that from what I understand, can only be solved with 3rd party add-ons:ġ) I have it set to do the attended routing I believe it is, where it should ring all members of the queue. It works great and we love it, but when it comes to call queues we are really struggling. We are a small business with 10 users and use Teams Phone with Operator Connect.
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