3CX Ring Group Question

[Tahir]

Hi,

I have setup ring groups and added our trunk so when an incoming call arrives it rings all extensions via the ring group. I have noticed however if one of the staff are on the phone at the time and a call comes in, if they finish their call and put the phone down the phone does not ring to allow them to answer the new call that is still waiting to be picked up. How can this be adjusted to allow for this?

 

[Saqqara]

This is how ring groups works - when a call comes into a group 3CX will poll all the extensions in the group and see which ones are available to ring. If a person is on the phone, it will not ring even when the person finishes the call

If you want this function, look at queues

 

[Tahir]

Ok thanks for this, that does make sense. It seems a call queue would be what is needed then but is there a way to use a call queue without having to log each user into the queue? Its actually for a small company rather than a call centre.

 

[YiannisH_3CX]

Hello @Tahir

Queues need agents to be logged in as that is how they are designed to work. You can do this automatically however using office hours of by changing profile status.

 

[Tahir]

Hi Yinnish, thats fab this is working as expected. I have manually logged them in at the moment by pressing the Q and have set the individual extensions to auto switch based on global hours, when I did this initially the Queues did not login and I assume its because the hours had already started, can you confirm if this is the case or is there a a setting I missed.

 

[YiannisH_3CX]

If the switch was set up to be performed during a specific time which it is already passed then the switch is not triggered. You need to wait for the out of office hours to occur or restart the 3CX services to trigger the switch.

 

[Tahir]

Perfect, thanks for this, its working a treat now

 

[YiannisH_3CX]

Glad i could assist