When there is a call, the extension 001,000 (both extensions are online and log in to the queue state) will ring at the same time, and when both extensions are unavailable, the call will turn to the members in the level 2 skill group. Here I set 3 levels.Īfter configuring the relevant configuration, we dial the queue number test. Fill in the queue name, queue extension number, select the polling policy, and other options such as the DID you need to bind.ģ. Select the agent and grade it according to the skill level.That said, the behavior you are experiencing is expected. In the case of a Call Queue, the call actually gets answered by the Call Queue while the caller is waiting so it is not considered to be in a ringing state. go to the 3CX Control Panel > Call Queue and select Add Call Queue. The call pickup feature will allow you to pick-up calls that are in the ringin state.The polling strategy selected is Skill Based Routing Ring All. The members of the level 1 skill group have 000,001, the members of the level 2 skill group have 002,003, and the members of the level 3 skill group have 004,005. The configuration steps of this article assume that there is a technical department queue. Fewest Answered – prioritizes available agents who answered the least number of calls in the specific skill group.Round Robin – cycles sequentially through all available queue agents in the specific skill group.Hunt Random Start – randomly selects an agent to assign the call to, distributing evenly the calls among the agents in the specific skill group.Ring All – ring the phones of all the agents in the specific skill group.The following “Skill Based Routing” strategies are available: 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. For example, a call center can assign its support agents in increasing skill groups based on their expertise. Then under your Users > Phone provisioning tab > Select your handset > Custom Queue Ringtones. Non configured queues will play the ringtone used for normal calls. ![]() Note: Each agent will configure distinctive ringtones for the queues. The new M70, M80, M9, and M900 DECT solutions come with a higher resolution screen, BT for Headset +Position, and more unique features.The 3CX Enterprise edition 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, unavailable or logged out. If you click the Phones tab > Options > select: Use custom ringtones per queue. Snom also talked about their handset updates. Snom’s new C620 wireless conference phone is highly scalable and is suitable for a wide range of room sizes. Snom introduced their product lines, including IP phones, DECT phones, the wireless conferencing solution, the single-cell & multi-cell DECT station solutions, and so much more.
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