shared call parkingYou only get one chance to make a good first impression!

Any business looking to improve overall efficiency, as well as deal with new customers, knows it well. Being able to count on an innovative IP PBX, which is robust and flexible, allows you to improve all internal procedures.

The customer’s first call is all-important, and they will undoubtedly pick up on any inefficiency or disorganization. The 3CX IP PBX is the smartest solution on the market because it allows you to manage calls and all other communications from a single, user-friendly interface, with high levels of efficiency.

This is just one of the reasons why more and more companies choose this solution, and soon come to consider it as an indispensable tool.

Let's take a look at some examples.

Parking and recovery between different extensions: timeliness and efficiency

It’s no longer necessary for front office workers, who sometimes fail to fulfill specific requests, to bounce the customer around from extension to extension. Not only does this waste employees’ time, but in the search for an agent who can provide adequate assistance, it also significantly reduces customer satisfaction.

With 3CX it is possible to park the call in a parking “space” or “room” which is assigned to specific extensions. Those monitoring the parking rooms can view the state of the room and pick up calls. The numbered rooms can be assigned to agents with specific skill sets, meaning that the right person to assist the customer will pick up the call.

Call parking and recovery can be configured following these simple steps:

  • First you need to assign the necessary privileges to the extensions that will be performing these operations. From 3CX > Extensions open the desired extension and from the rights tab select:
    • Perform operations (divert, transfer, pickup)
    • Can park calls

call parking configuration

The same operation can also be carried out on a global level by acting from the Groups > Open Group name > Group rights section. All the extensions assigned to the group will be granted these privileges.

Once the call parking and group privileges are set, we are ready to use the parking and pickup feature in the web client:

  1. After answering the call, access the switchboard section of the web client.
  2. Right-click on the call and select Park.

park call in switchboard

Extensions in the group will be able to view the parked call. To recover the parked call, users must:

  1. Access the Switchboard section from the web client.
  2. Right-click on the parked call and select Unpark.

unpark call in switchboard

Pick up a call that is ringing on another extension

There’s no need to rush from one phone to another to answer calls addressed to other extensions. With 3CX you can pick up the call in just two clicks:

  1. Access the Switchboard section from your web client.
  2. Right-click on the call you want to answer and select Pick up.

These are just a few of the great features of 3CX, the web client ad switchboard. To find out more, check out the web client user manual and our YouTube channel.

Info-Service s.r.l is a 3CX Gold Partner based in Sicily, Italy. To discuss 3CX VoIP systems and IT solutions, please get in touch: https://www.centralino.eu/