3CX - Call Queue

[Olliedawg]

Have been asked to look at a call queue for our phone system (3CX).

 

I've got it mostly setup now. I'm just wondering if it is possible to add a BLF shortcut to pick up a call in queue? Or if there is another way to pick up the call

Our admin phones are a mix of Yealink T46S and T48S

 

 

Edited March 28, 2025 by Olliedawg

[glen_j]

Not sure if this will work but the short code to pick up another extension is *20* followed by the extension number. This can be set as a custom speed dial under blf

[TechMonkey]

Usually, I have it set that it will ring a group of phones, or cascade through a list of phones. I have the app on my computer so if I have to pick up from the queue I use the GUI. I'm the only one that needs this though.

Is there a specific case where you don't want it to ring but want someone to grab the call?

[Olliedawg]

Thanks for the responses both.

 

This is new to me, never messed with the queues before, historically we've just had ring groups. Basically this is what I've got at the moment ready for testing

 

Caller rings the main inbound line > goes through to digital receptionist which lists various options. > Caller presses "2" to speak to reception > This puts the call into the Call queue, which is set to dial all extensions in the given call queue list.

 

My question was if all the phones in the list are busy, how does someone go about picking up a call once they are "available"?

[MatthewL]

You would need to create a key to login to the queue and then one to log off it is the only way I can think of.

[Olliedawg]

55 minutes ago, MatthewL said:

You would need to create a key to login to the queue and then one to log off it is the only way I can think of.

Can I not set the users to be logged in all of the time?

[MatthewL]

Yeah the way I read it was they weren't part of the queue and you wanted to add.  You probably to setup a ring group and add all the extensions in to ring all rather than priority and part of the queue get it to ring that ring group.

[Olliedawg]

2 minutes ago, MatthewL said:

Yeah the way I read it was they weren't part of the queue and you wanted to add.  You probably to setup a ring group and add all the extensions in to ring all rather than priority and part of the queue get it to ring that ring group.

 

Makes sense. I'll do some testing after hours or during easter break & see what I can come up with

[TechMonkey]

Just tried and if all users in the queue are on a call then it goes to VM, so they wouldn't be able to pick up.  This doesn't feel right so I wonder if I have something setup wrong but I can't see anything obvious.