Managing Night Call Queue/Cell Phone

Managing Night Call Queue/Cell Phone

Overview

When someone calls the lodge after-hours, they are directed to either leave a message or reach the "on-call" person. When people attempt to reach the after-hours on-call person, they are placed into a Call Queue called "Night Phones Queue v2." If either 1) a logged in extension does not answer within 15 seconds, or 2) there is no logged in extension into the queues, the night phones will forward the call to an external number. Below you will find instructions for making common changes to the night queue. 

The following must be done by an administrator logged into the 3CX Admin Console: https://mvlr.3cx.us:5001/ 

Go to Night Phones Queue Settings

  1. Log into the 3CX Admin Console
  2. On the left navigation menu, click Call Queues
  3. From the list, click Ext 802 - Night Phone Queue v2

Change Queue Members

  1. Under the Agents tab, you can add/remove which 3CX extensions should ring before the call is transferred to the external cell phone
  2. 3CX will use the order in which extensions appear on this list when ringing (e.g. first extension will be rung first, second extension will be rung if first extension doesn't answer or is on another call)
  3. Extensions must be set in "Logged In" status in order for that extension to ring when someone goes into the Night Phone call queue (See Call Queue In/Out Status help article)


Change Ring Time

  1. Under the General tab, you can change the Ring Time (Seconds) to how long you want to ring a 3CX extension before it moves on to the next person on the Agents list



Change Max Queue Time and External Cell Phone

  1. Under the General tab, scroll down to the Destination if no answer
  2. Maximum Queue Time is where you set how long someone will remain in the call queue before they are sent to the external cell phone
  3. The field under Forward to Outside Number is the 10-digit cell phone that you want to forward the call to if either:
    1. No agent is signed into the call queue
    2. Agent is signed in, but did not answer their extension before the caller reached the "Maximum Queue Time"