3CX mobile App - change status to busy while on a mobile call

[ThanasisPolitis]

Hello all,

We are looking into migrating to 3CX and we are currently testing the system.
I have been asked the below question from my manager:

"If an engineer has the app on the phone and they get a normal mobile call (not through the 3cx app), can the app change the extension status to busy?"

I have tested that, and it seems that it remains green and Available as the said call does not pass through the PBX.
I do understand that because the extension is not busy, it will show as available, but imagine the below scenario:

Engineer is on a call on the mobile phone via their mobile provider and a call comes through the queue and someone asks for that engineer, if I try to transfer the call, in the contact list it will show that engineer as green & available, however, they are not as they are on the "other line" talking.

Is this something that can be achieved by enabling a setting I missed or there is not work around?

Regards,
Thanasis

 

[JohnS_3CX]

Hi Thanasis

The status will not change based on the GSM call status, this is unrelated to 3CX.

The app is not aware of what the rest of the mobile OS is doing, so it will try to ring but will be silenced by the OS

 

[ThanasisPolitis]

Thank you John for your reply!
I thought as much, thank you for confirming!

 

[JohnS_3CX]

If the agent blind transfers, at least the caller will reach the destination if no answer in the worse case.

You can also make use of the "Available2" status, enable Ring my mobile simultaneously on it, and when an agent is out of internet's reach or is already talking on their GSM line, they will still get a GSM call from the PBX.

When you don't want this feature, you can switch to the regular "Available" status