*20* prioritize inbound calls

[stephan23]

Is there any way to prioritize inbound calls over internal calls when using *20* ?

Is there a different way to do the pickup?

At the moment all inbound calls go to a group ( ext 800 )

Thanks,

Stephan

 

[JohnS_3CX]

Hi Stephan,

No, *20* will catch the current ringing call but there is no way to prioritize.

 

[stephan23]

Is there any other way to do a pickup that can prioritize external pickups?

 

[AWS2P]

what do you mean with prioritize exactly? if calls are all in RG then you have no way to know if it's something important or not and then select a call in first if this is what you want to do.

 

[stephan23]

Lets assume that there are 3 phones ringing. 2 are internal calls and 1 is an inbound call.

We would like to make sure that the inbound call is picked up first before picking up internal calls. The internal calls could be to any extension within the business. They wouldn't necessarily calling the ring group.

So I guess if we press the pickup button on our phone, we want to check if there is an inbound call first. If there is, pick up that call, If not then pick up any internal call.

 

[SteveITS]

The switchboard would show all calls, and staff can right click the call to answer. The Details columns labels it an External Call.

 

[stephan23]

Sadly staff doesn't look at the switchboard.

Any other suggestions?

 

[Quentin D]

SDA > Inbound rule > 800 Q_Ext_Calls
801 Q_Int_Calls

 

[stephan23]

SDA > Inbound rule > 800 Q_Ext_Calls
801 Q_Int_Calls

Looked at this for a while and I don't get it. What is SDA? We are on the 3cx hosted version just in case that makes any difference

 

[AWS2P]

French acronym SDA means Selection Directe à l'Arrivée = DID in english

 

[stephan23]

Still didn't make much sense to me lol. I am pretty new to 3CX.

Anyway as we are using the Fanvil X210 we can see all the internal lines on the DSS keys. So as a trial I changed the pickup button to *20* 800 so it only picks up inbound calls.

Will see how this works.

 

[AWS2P]

DID number is like a land line number you rent to a sip provider to be reachable from outside related to the call flow scenario you set on your pbx

Will see how this works.

not sure if 800 is a Q, dial code *20* 800 will limit to catch Q calls and not do a catch all

 

[stephan23]

800 is the extension for the ring group that receives the inbound call. As far as I understand it *20* picks up the call that is waiting the longest. *20* 800 will just pick up the call that is waiting longest in that ring group.

We usually have no more than 2 or 3 inbound calls at the same time so not too many. So far it is working ok.

 

[AWS2P]

if it's a RG and not a Q in PBX general settings you can set to limit pick up to your RG