We have notice one issue in call queue’s with VitXi.
One example:
One user in the VitXi application (example: extension 100) who is associated with one or several queues (Ex: 200, 300, 400), when making a call from his number to another number, internal extension or external number (Ex: 100 → 999 or 100 → 999999999), hear the signal of your call, ringing, which you are carrying out, without any problems, all ok.
Problem:
During a call from the VitXi user, (Ex: 100 → 999 or 100 → 999999999), it works without problems. When one of the queue’s in which he is associated receives a call and still has the initial one in progress (Ex: 88888888 → 100 or 88888888->200 or 88888888-> 400), he receives the alert of the queue’s incoming call, everything OK. the problem appears if the call is answered by another user (Ex: 101) in the same queues (200, 300, 400), user 100 continues to receive the alert of the call that entered the queue even after being answered by user 101 in the queue.
I would like to ask for the correction of this error, that when a call is answered in a queue, that call stops ringing and notifying the other users of that same queue.
All the queues (200,300,400) have the same configuration:
We have not been able to reproduce the problem. In our tests, once the call is answered by another agent, the incoming call notification/ringtone disappears.
Have you tried disabling the “Ring Busy Agents” option so that busy agents do not receive the alert?
We want that all the agents in the queues to be notified when a call arrives in the queue and then the agent decides whether the call he is receiving in the queue is more important than the one he is answering and thus accepts the new one that has arrived and hangs up that call we are talking on.
If we disable the “Ring Busy Agents ” and enable the feature “VIP Customers” and configured like in the images bellow, will the behavior that I intend?
The numbers that we wants more priority will ring when the agents are in call?
We are working with emergency entities, such as the police, firefighters, doctors and we don’t want to miss any calls and give priority to those that the agents think are most important through the source number.
