Configuration Questions

[cict]

Hi everyone,​

I'm currently configuring a 3CX Multi Company installation and have run into a few issues that I haven't been able to solve. I've searched through the documentation and experimented with different configurations, but I'm still stuck.

I'm hoping someone with experience running Multi Company can point me in the right direction.

Environment​

• Single 3CX server
• Multi Company enabled
• Multiple independent clients (organizations)
• Each client has its own SIP trunk, departments, users, and business hours

---

1. Multi Company vs. Department Opening Hours​

Scenario​

Some clients have multiple departments with completely different opening hours.

For example, Client A has:

• Service
• Sales
• Administration

Each department has its own schedule.

Administration is only available:

• Monday: 09:00–12:00 → Extension 111
• Tuesday–Wednesday: Closed
• Thursday: 10:00–13:30 → Extensions 111 and 115
• Friday: 09:00–15:00 → Extension 115

Ideally, callers reach the main IVR:

• Press 1 → Service
• Press 2 → Sales
• Press 3 → Administration

and each option follows its own opening hours and routing.

Problem​

With Multi Company enabled, departments belonging to different organizations are isolated.

As a result, I can't transfer or route calls between them in the way I'd like.

If I disable Multi Company and use a single organization with departments instead, I lose tenant isolation because contacts become visible across customers.

Goal​

I would like to:

• Keep Multi Company enabled
• Configure different business hours for each department
• Route calls from a single IVR to the correct destination based on those schedules

Is there a recommended way to achieve this while keeping tenant isolation?

---

2. MakeCall and Outbound Rules​

Scenario​

Multiple clients use MakeCall.

Example:

• Client A should place outbound MakeCall calls through Trunk A
• Client B should place outbound MakeCall calls through Trunk B

Problem​

Currently, every MakeCall uses the same outbound rule and therefore the same SIP trunk.

I've tried matching outbound rules using:

• Call from extension(s)
• Calls from Departments

Unfortunately, these filters don't seem to affect MakeCall traffic.

The only rule that consistently matches is a generic rule at the bottom:

• Prefixes: +, 00, 0-9
• Route 1: Generic SIP

This causes every MakeCall to use the same trunk.

I've overridden the Outbound Caller ID per user, but that only changes the presented number—it doesn't change the trunk used.

Goal​

I want MakeCall to automatically use the correct SIP trunk based on the customer (organization), department, or extension.

Is this possible with Multi Company, or is there another recommended approach?

---

3. Queues and Missed Calls​

Scenario​

For incoming calls, I'm using Queues instead of Ring Groups because they prevent every member from receiving a missed call notification when another agent answers.

This works much better operationally.

Problem​

Users who only use a:

• DECT phone
• Desk phone
• Smartphone (without the web client)

don't receive useful missed call notifications.

The missed/abandoned calls are only clearly visible in the:

• Web Client
• PWA
• Windows App

and even there they require filtering.

Goal​

I'd like users on their physical phones to see missed queue calls in a practical way, instead of them only appearing as abandoned or only being visible in the Web Client.

Is there a supported solution or best practice for this?

---

I'd really appreciate any advice from people running Multi Company deployments. If any of my assumptions are incorrect or there's a better design approach, I'm happy to hear it.


Thanks in advance!
Canefield

 

[Evolute IT]

You're using MCM wrong. If a company has multiple departments with different office hours, they should use a dedicated system. Same thing for MakeCall,

As for queue missed calls, that is by design. It CANCELs the INVITE so the phone doesn't mark it missed. No way around that other than use a ring group if you really need that.

 

[cict]

Thanks for the quick reply. Using it wrong doens't mean it can't work, right? Or is there no way to accomplisch this?

 

[Evolute IT]

Thanks for the quick reply. Using it wrong doens't mean it can't work, right? Or is there no way to accomplisch this?

There's no way as it's not meant for this.

 

[SteveITS]

contacts become visible across customers

FWIW 20u9 has "department" contacts:

 

[cict]

Okay, clear. So in my situation Multi Company isn't the way.
Can someone elaborate on how to configure scenario 1 (without MCM)? So different hours and extensions?
Much appreciated.

 

[cict]

FWIW 20u9 has "department" contacts:
View attachment 52083

I believe I'm overlooking this setting. Where can I find such? Might this be the solution to only show contact in their own department instead of all users on the server? If possible I want Names/Extension hidden from eachother in Contact if they aren't in the same department. The thing that is be default isolated in MCM, but now I've disabled MCM.

 

[Alphabetic]

Department phone book is managed via System > Phonebook

Extensions will see these contacts based on their main dept member.

You'd need to turn off "Publish dpt info to all ext.." on the dept options. Though, users will still be able to call each other.

If this is 1 company then you didnt need MCM.

 

[cict]

No I've got multiple companies.
On the Smarfone 3CX App, when you click Contact you see all extensions that live on the 3CX server. In Team however only those that are in their department. I don't want to show all these extensions. Can I hide/isolate this? When MCM is enabled, this doesn't occur.

Any clue how to get different hours and extensions like mentioned in scenario 1 but then MCM disabled?

 

[Alphabetic]

No I've got multiple companies.
On the Smarfone 3CX App, when you click Contact you see all extensions that live on the 3CX server. In Team however only those that are in their department. I don't want to show all these extensions. Can I hide/isolate this? When MCM is enabled, this doesn't occur.

Any clue how to get different hours and extensions like mentioned in scenario 1 but then MCM disabled?

https://www.3cx.com/docs/manual/office-hours/

Office hours apply where the call arrives at.

Create your depts with office hours and put your IVR/RG/Q in it.