Call Centre Issues

[glennbtn]

We have a customer who want to use the queue system (have tried to persuade them away from this)

The issue I am having is if one of the extension is on DND or set as unavailable in the call centre it does not seem to fall over to the next extension available. The customer still hears the MOH and the call centre view shows it's not offering the call during that time to any handset. Once the timeout has occurred for that extension, it then ring the next one as expected.

Anyone had the same issue and know how I can get around it

 

[pbxgeek]

For optimal queue operation, it's recommended that agents log out rather than use Do Not Disturb (DND). The queue system is designed to function most effectively when agents actively log in and out, ensuring smooth workflow and accurate agent availability tracking.

 

[glennbtn]

Tried that as well but exactly the same issues

 

[pbxgeek]

That doesn't seem right. If the agent is logged out, the queue will not send calls to that agent. You may have some misconfiguration.

 

[gflow]

There is an option. Do not use DND for this, you must enable the feature and agents but log-off / log-on

tier-rule-no-agent-no-wait​

Can be True or False. If True, callers will skip tiers that don't have agents available. Otherwise, they are be required to wait before advancing. Agents must be logged off to be considered not available.