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Setup Queue - mute or limit incoming ring when queue being attended to.

Russell Bach

May 14, 2020 22:58

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Have S20 and fanvil handsets

Set up IVR with key presses to queues with introduction and repeating prompt

Ext 1001 and 1002 have been setup as static agents in the queue.  Ext 1001 and 1002 are handsets on a common front desk setup. 

Incoming calls to the queue will ring ext 1001 and 1002 together. Agent timeout = 30, Ring in use unchecked, Retrys 1 - with this setup both extensions will ring while there is an incoming call in the queue. Either agent can pickup.

When ext 1001 takes a call from the queue ext 1002 will continue to ring with the next incoming call. Is there a way of limiting the incoming ring to say 10-20 secs when the queue is being attended to but still have the incoming call show up on the agents phone. Or maybe have the ring muted altogether for all incoming calls when the queue is being attended to. And then when queue is empty and a new call comes in both extensions ring again continuously.

Perhaps there is totally different way to do this?

Thanks for assistance.

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2 comments

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  Larry Neblett May 22, 2020 11:33

  A little confused by this statement  - 

  "queue ext 1002 will continue to ring with the next incoming call. Is there a way of limiting the incoming ring to say 10-20 secs when the queue is being attended to but still have the incoming call show up on the agents phone. "

  If the call from the RG is coming in and ringing the phone as you have stated, is it not showing up on the agent's phone by virtue of it ringing?

   

  In any event, the RG ring timeout once set, is not variable by a condition. You set to ring 30 secs, every call that is sent to an agent will ring for 30 sec. , unless answered sooner, at which point the call will follow the rule or disconnect. 

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  Russell Bach May 24, 2020 23:11

  Am trying to mimic a previous install to minimise the transition experience. Unfortunately the modern IP PBX systems are often targeted at call centre setups, In a SMB the agents /receptionists multitask and as well as a visual notification of a waiting queue caller it would good to have a limited audible indication that doesnt turn into an annoying continuous ring of an adjacent phone. Will just have to reduce ring volume or mute it all together.