If you are using MyPhone within 3CX v10, you may already be utilizing the Presence system so other people in your company can see if you are Available, Away, or Out of Office. One of the issues you may be facing is people getting up and walking away from their desk without changing their status or logging out of queues. If agents are not logging out of queues, calls can take longer to answer and end up frustrating callers.
With 3CX v10 Service Pack 3, there are now timers based on keyboard/mouse activity to automatically change your status. Since this is a really great way of ensuring that someone’s presence is accurate and that queue calls aren’t ringing phones with nobody to answer them, we thought we should take a moment to show you how to configure this new option.
With MyPhone running, go to the Settings tab and then select the Preferences tab. Next, scroll down to the Miscellaneous section which is where you will find these new settings.
To enable the idle timeout, you need to check the box labeled Change 3CX MyPhone Status when Idle. Once the checkbox is checked, the option to set the timeout delay and status options will become active.
If you are an agent in a busy call center, you may need to have a shorter timeout, such as 2-5 minutes. A typical knowledge worker may be fine with a 10-15 minute timeout. A warehouse worker that does not frequently access their computer often will need a much longer timeout.
Using the pull-down menu, select which Presence status setting you want to switch to when the activity timer runs out. If you want to log in and out of queues automatically, then click on the Q icon. If the Q icon is green, you will automatically be logged in and out of queues, if the Q icon is red, than automatic queue login/logout is disabled.
This feature is just one of many enhancements that were added with 3CX v10 Service Pack 3 so be sure to check out the complete list of 3CX SP3 changes and updates.