Implemented Allow multiple calls for Queue and Ring Group

[bluetel2]

call queue

Hi

we have call center customer who ask us every update if it's possible to receive more than 1 call per 3cxphone where agent is on call queue. For Example agent take off 1 call from queue and the can take off another call for another queue or the same ( maybe they can choice number of simultaneous call they can have for all call queue)


tks

 

[AndreyP]

Helia, thanks but it does not work for queues! Only for ring groups and actually if a member a group is external (call mobile simultaneously) it does not work either, second call is dropped with reason busy.

 

[THCO]

Please build this feature!

 

[DSXVOICE]

This is embarrassing to explain to customers who encounter the issue. I'm hoping the "In Progress" indicates that its in SP2.

 

[GtInNoVaTiOn]

Nope not in SP2, this has been in ideas since 2015 and been IN PROGRESS for a while. Still waiting and explaining to customers as well. 3CX please get this done.

 

[flaveo]

+1

 

[ConnectworksNL]

Why is 3CX ignoring this, they read it but won't post an update.

 

[dkeethler]

3CX, please respond. Not having this functionality kills sales. This is a must have.

 

[dkeethler]

I was told there is no intention to fix this.....

By who?

 

[acns]

Found out something interesting with this. Have a customer using Ring Group with this parameter turned on. The receptionist also uses the 3cx mobile app with her Yealink t38g. if she is on a call on yealink. when a 2nd call comes in she can either answer it on yealink or on the 3cx mobile app. if she answer on the app it doesn't even put the 1st call on hold so she can actually have two calls on 2 different devices. This was unexpected behavior to me, i thought it would put the 1st call on hold.

 

[GtInNoVaTiOn]

+1 still waiting... Please Nick... in April of 2016 in this thread, you said it would be coming in V15. That's been a year and a half. We need call reports that only work for queues but queues do not support multiple calls to a handset like ring groups do (not using 3cx client)...

 

[accentlogic]

+1

 

[simply7]

Is this as an agent setup or being used as an Operator, from my experience there are two types of queues, agents and operators, the agents will only ever handle 1 call at a time so there is no need to present a second call. The operator however will handle multiple calls. Have you by chance tried adding a second account the the phone or more than two and adding those to the queue as well? That way they can put call 1 on hold and answer one of the other lines on their phones? I think there needs to be a definition of a type of call queue that exists, Operator queue who just directs calls which would need multiple calls to ring on the phone, and one for agents which would be more of a customer service type of use and will just handle 1 call at a time.

 

[accentlogic]

In a small office environment the operators and agents are often the same. In a Ring Group configuration when everyone is on the phone, and a new call comes in, someone needs to answer it. (Many of our clients want a live answer on inbound calls, not an attendant.)

In my mind this is a must for Ring Groups. I can live without it on Call Queues - but if it worked we might use Queues instead of Ring Groups to get more call reporting metrics.

Most partners manage too many systems to be spending time doing custom configurations (second lines, etc) on the phones. If a customer wants to do this on internal systems that might make sense. But features that are widely needed should be supported and available in the console.

 

[Alroger Gomes Jr]

This is a basic feature. I need this before I start installing 3CX on my clients. I KNOW they would expect it, just as we do.

 

[stever]

I agree that this is a basic PBX feature. I so bad want to go with 3CX (been trialing) but there are 4 or 5 of these basic features that I am going to get grief over if I make the decision.

 

[Cal4care]

Hi

Any one help here.. after we upgrade 15.5 service pack 2 to 3. the queue agent receiving multiple calls even if the agent is busy. can any one help us to settle.

the agent don't want receive any calls when the agent is busy..

 

[John Benson]

We have a similar issue.

Small business
2 staff on a queue
Agent 2 is at lunch
Agent 1 has no calls, but rings someone else internally
Call comes in to queue, agent 1 is not alerted
Call goes to answering service

I understand that by default the system doesn't alert you when another call comes in to a queue (but it would be good to be able to change that), but I think that if someone is on a non-queue call, they should be alerted when a call comes in to the queue.

 

[stever]

Can forum moderator remove the "IN PROGRESS" from the title? I think more want this feature but they think it is in progress so they don't feel the need to vote for it. I have a feeling this was "IN PROGRESS" several years ago but then tabled with no resolution.

Thanks!

 

[stever]

I have decided that the “one call at a time from ring groups” is a deal killer for us. Apparently, European businesses handle their call traffic differently than the US. From 3CX employee comments, the ALLOWUSEBUSYOPTFORGROUP tweak is not a viable option. 3CX excels in so many other areas, but each of the 4 other systems we have considered allow multiple calls from ring groups.

If I thought there was any chance of this being changed in the next 4-5 months, I would hold out on our decision. I am sure that 3CX has tried to fix this based on comments, but it sounds like it has caused other issues. Can anyone give me any hope?!

Steve

 

[Anthon Cornet]

It would be a very nice feature to be able to accept multiple queue calls on 1 phone. Now to make it possible it takes a few more actions for the user and it isn't very userfriendly to do.

We created a work around to add a custom speeddial button which takes over the phonecall from another phone by pressing the button but then the user first has to put 1 line on hold , then open another line and take over the call which is ringing on another phone.