Call Queues are used by companies that require call center functionality, such as for example companies that have a large sales team. Sales calls will be routed by the PBX to the users which form part of the sales team. These users will be forming part of a Queue in 3CX PhoneSystem.

3CX Phone System utilizes Call Queues, which allow callers to be queued until agents are able to take the call. The configuration of the call queues is done from the 3CX Management Console (by the administrator).

This section explains the features which MyPhone provides to users that are taking calls, and are therefore part of the queue.

Logging in and out of a call queue

If you are an agent for a queue, you need to login to the queue to let the phone system know that you are available to start taking calls. This avoids calls being sent to your extension without you being available.

MyPhone - Queues

To login to all Call Queues that you are a member of, click on the queue login button next to the time.

MyPhone - Queues

You can also configure to be logged into queues automatically during office hours by going to the Forwarding rules > Out Of Office tab.

Press the same button to log out of the Call Queues you are a member off.

If you are a member of multiple Call Queues, you can log in and out of the individual queues. Proceed as follows:

MyPhone - Queues

  1. From the Queues tab, expand the Queue that you want to log in or out from.
  2. Right click on your name and select to log in our out of the queue.

Queue status

Note: Extended information is only available to companies who have purchased the Call Centre Module

The Queues tab in 3CX MyPhone shows all the call statuses for calls which are in a queue. In addition, it shows a list of all available queues, their statistics and the agents logged in to the queue.

MyPhone - Queues

The information shown in each column changes depending on if the information is related to a Call Queue (the first row in the list) or an Agent. The following table provides additional information on each column.

Column Name Queue Agent
Status The number of callers on a call with an agent / Number of callers waiting in queue For an Agent: Their status
1. Waiting - An agent is logged in and waiting to take a call.
2. Q:10.02 - On a call Queue call with call duration.
3. I:5.00 - On an internal call with call duration.
4. E:3.00 - On an external call with call duration.
Ans (Answered) The number of answered calls. The number of answered calls.
Abnd (Abandoned) The number of calls not answered AND the Abandon rate percentage (number of calls not answered/hung up versus number of answered calls) The number of calls directed to this extension from the queue but NOT picked up
Info The Longest wait time, i.e. the longest time someone waited in queue Login and Logout time of agent
Other The Average wait time / Average talk time for a customer Total talk time for this session

Manage abandoned calls

As an agent of one or more queues, you can view your Queue’s abandoned calls from the call history tab. For abandoned calls, there are 3 buttons at the top right which allow agents of queues to mark an abandoned call as dealing with and dealt with or back to not dealt with.

MyPhone - Abandoned calls

Once you have navigated to the ‘Call History’ tab, select the ‘abandoned queue calls’ checkbox to display your queues abandoned queue calls. To the right you will notice four buttons:

  1. Mark as not dealt with
  2. Mark as dealing with
  3. Mark as dealt with
  4. Delete call history

Using these functions, you can notify other agents within your queues on the status of the calls you have, have not or are planning on dealing with.