3CX Ring Group or Queue, No Second External Call

[Alex Fogerty]

Problem Scenario:

- We have Grandstream GXP2140 phones connected to 3CX.

- We have ticked Accept Multiple Calls in 3CX for the user in question.

- A Grandstream GXP2140 phone user is on a call to an extension in another branch

- If second incoming call from another extension to the user's extension it shows on the Grandstream GXP2140 phone and can be accepted, which then puts the first call on hold. This is fine.

- If a second incoming EXTERNAL call goes through the Ring Group it then ignores all phones that are already on calls, even if the extension is set to Accept Multiple Calls. This is a problem.

- If a second incoming EXTERNAL call goes through the Queue it then ignores all phones that are already on calls, even if the extension is set to Accept Multiple Calls. This is a problem.


Any ideas how to fix this issue?

 

[Saqqara]

Ring groups and queues ignores ‘accept multiply calls’

Use queues and adjust the times the call stays in the queue , waiting for a free agent before going to destination unanswered https://www.3cx.com/docs/manual/call-center-queues/

 

[craigreilly]

Check this under the settings -> parameters:
ALLOWUSEBUSYOPTFORGROUP

Use Caution - as its not a supported feature.

 

[Alex Fogerty]

Thanks Saqqara, we have opened a lowest tier ticket with 3CX about this but talking with our supplier they too said this issue "is a feature" so it will probably result in me asking for a Feature Request.

Thanks Craig, we had a look at the ALLOWUSEBUSYOPTFORGROUP suggestion but we are new to the 3CX system and we don't know the repercussions of this change so we're shying away from it. We will talk with our supplier and hopefully they can tell us if they know of any repercussions.

 

[AWS2P]

It's an old problem, but even with unsupported solution, that's the only one for now, take a look at this
https://www.3cx.com/community/threads/ring-group-answer-multiple-calls.48689/post-222599