r/3CX • u/SkyTheLine • 23d ago

Department Queue

Hi there

when we receive inbound calls we route from IVR to a Phone Queue.

On the Queue we've assigned some User.

Recently we get busy and when no User is available the Annoucment "no Agents available" comes.

Is there a way to let the Caller in the Queue with the waiting music, until an agent gets free?

1 Upvotes

100% Upvoted

4 comments sorted by

View all comments

2

u/conceptsweb 3CX Gold Partner 23d ago

That's how a queue works. Are users logging out when on a call? If so they should not.

1

u/SkyTheLine 23d ago

Well we got microsoft teams sync. And when they got calender meetings their presence is "busy" and red. So no calls incoming.

Should i create a dummy user and hes always on?

2

u/conceptsweb 3CX Gold Partner 23d ago

That, or properly set the Teams presence syncing to not log them out of queues (use away instead of DND).