Disable ringing while callers wait on hold in call que

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Disable ringing unavailable extensions while callers wait on hold in call que - pass the next caller in the que to the next available representative when their ext becomes 'available'
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MASCH

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Posted 2 months ago

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Saadet - Community Support, Official Rep

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Hey MASCH,

I spoke with a Tier 3 engineer to verify this, when a User is part of a Call Queue and is already on an active call, they shouldn't receive a notification that there is another call coming in from the Call Queue. In fact, there is an active feature request where customers are requesting that Call Waiting be added to Call Queues so that the members can pick up, put on hold, and answer more than one call.

Now, the only way that a Call Queue member would hear a notification about a new incoming call, while they are on an active call, is if someone was calling that User's direct dial number.

So, is that what's happening? Or are you maybe referring to Ring Groups? Because there is a difference between a Ring Group and a Call Queue
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MASCH

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Hmmmm, when a call comes in directly... that could be. Of course I have talked to your tech support 3x and each time I was told that it is normal for the call ques to ring in the ear of an active call - 

There must be a way for me to setup at the ext level that if an ext is busy any incoming calls go to VM to fix that issue?
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Saadet - Community Support, Official Rep

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Hey MASCH,

The Call Queue was built so that the Queue Member can only receive one call at a time. Meaning, that if a Call Queue Member is already on an active call, the next new call to the Queue will then go to the next available person. It will not ring someone who is already on a call. I even verified through testing to make sure nothing has changed.

Now, I took a look at your account and notice that you have multiple Call Queues and each has the same or similar members in it. So, based on what you're saying, sounds like your members are receiving multiple calls from different queues, which is different from receiving calls from only one queue. 

Unfortunately, I'm not aware of a way to do what you're asking for with voicemails when it comes to a Call Queue's extension :/
(Edited)
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MASCH

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Are you saying that if a person is in more than one call que and if that person is on an active call, the call que will still ring their ext IF the call they're currently on didn't originate from that que?

ie representative is on the phone from a call which originated from a direct line call to their ext. 2 minutes later a call comes into the 'sales' que - it will try that person ext even through they are on the line? 

or if a representative is on the phone from a call which originated from the 'customer service' call que and a couple minutes later a call comes in through the 'sales' call que, it will still try and ring into their ext if they are in both ques?

The system won't recognize that they are busy and unavailable?
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Saadet - Community Support, Official Rep

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Hey MASCH,

I did some testing on my test account and found the following:

1) When Lise (who is part of 2 Call Queues) receives a call from one of the Queues, she will show as unavailable for all other Queues that she is part of
2) She will not receive any Call Waiting notification in her ear if a new call comes into a different queue

*The originating call came into Jive Dancers, which Lise picked up. The new call came into IT Queue - Lise never received a notification about a new call.



So, I apologize for giving some incorrect information on that. 

I'm still baffled by why your Call Queue members are receiving any Call Waiting notification in their ear...I'm going to test a few other things and see if I can replicate it. Do you have a recent example of when this happened to one of your members?
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Tony Romanelli

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+1. We have experienced the same issue. I have also spoken with tech support that has advised it is normal for a queue call to pop up, even if the agent is already in a queue call. We've received multiple complaints due to this.
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Saadet - Community Support, Official Rep

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Hi Tony, could you provide more information on what is going on? So far, the only reason I can find regarding why a Call Queue member, who is on an active Call that came in from the Queue, is if that Call Queue Member receives a Direct Call to their extension or Direct Number. 

Otherwise, if calls are coming into the Call Queue - the member will be marked as Unavailable while on an active call