christoforatos1968
asked on
Creating Queue on the Elastix Call Center
An Inbound Route has been configured, where the destination is a Ring Group. This Ring Group contains 4 extensions.
What happens is that when there is a incoming call, the 4 extensions in the Ring Group will ring.
When agents are talking on the 4 extensions, i need the 5th caller, 6th caller and so on, to be placed on queue.I need help in configuring this. Please view screenshots.
Queue-part-1.JPG
Queue-part-2.JPG
Ring-Group.JPG
What happens is that when there is a incoming call, the 4 extensions in the Ring Group will ring.
When agents are talking on the 4 extensions, i need the 5th caller, 6th caller and so on, to be placed on queue.I need help in configuring this. Please view screenshots.
Queue-part-1.JPG
Queue-part-2.JPG
Ring-Group.JPG
ASKER
Sorry about the delay.
The second incoming call does ring.
I have an issue when the available agent does not answer the next caller.
Queue testing as follows:
Agent answers first caller.
2nd caller is calling. Message "You are first in line".
3rd caller is calling. Message "You are second in line".
Agent and first caller terminate call.
The second caller is still in queue.
Since the first caller and the agent have terminated the call, the second call should have been answered by the agent. Need help on this. Thanks.
The second incoming call does ring.
I have an issue when the available agent does not answer the next caller.
Queue testing as follows:
Agent answers first caller.
2nd caller is calling. Message "You are first in line".
3rd caller is calling. Message "You are second in line".
Agent and first caller terminate call.
The second caller is still in queue.
Since the first caller and the agent have terminated the call, the second call should have been answered by the agent. Need help on this. Thanks.
Add extension 427 to the list of Static Agents on Queue 500
ASKER
I did not mention this before. In the Ring Group there are extensions, 419,420,421. Do i add these extensions in the Static Agents on Queue 500?
ASKER CERTIFIED SOLUTION
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ASKER
When the agent is available, i would want the caller to leave the queue and be answered automatically by the agent. Do i select the option Dynamic members or Static Agents?
Static-Agents.JPG
Static-Agents.JPG
Static --
Your configuration of a Destination if no Answer is correct. But what you have to do for the extensions in the ring Group is turn off Call Waiting so that a second incoming call can't ring there. All be sure an turn on Skip Busy agents and Ignore CF unless you want calls forwarded for some reason.
Also, you might want to just consider sending them straight to the Queue with the changes in FreePBX 11 you can have the call sent to the queue and then an available agent directly instead of them hearing the Join Queue announcement which will ony play when no agents are available.
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