Accept Multiple Calls and Call Queues Behavior

[mrbradleyaz]

We have 5 different calling queues (Queue A, B, C, D, and E) with extensions overlapping and accepting calls for 1 or 2 queues from their phone (e.g., Ext 1001 has A and D pointing to it, Ext 1002 Queues A and E, etc.). Testing various scenarios this is the behavior I've found.

Extension 1001 is on a call from Queue A. New incoming calls from Queues A or D will not appear on his phone, but direct calls to these extensions will ring through (e.g., Extension 1003 dials extension 1001). As soon as they have completed that call any calls sitting in Queues A and D will start to ring through.

Extension 1001 is on the phone with Extension 1005. Extension 1005 has Queues B and D pointing to it. New incoming calls to Queue B will not appear on Extension 1005 and new calls to Queue D will not appear on either Extension 1001 or 1005. However, a direct extension call will go through and ring either phone as a new incoming call.

Is there a way to have calls go through from a Call Queue when an Extension is on the phone, but not on a call that came from a Calling Queue?

 

[YiannisH_3CX]

Hello @mrbradleyaz

Please note that the option "Accept multiple calls" located under extension settings does not apply for Queue calls. When an extension is on another call the Queue manager will skip that extension until it is available.
The option "Accept multiple calls" only applies to direct calls to the extension, so the behaviour you are experiencing is the designed one.
Currently there is no way to change this behaviour so i would recommend posting this as a feature request to our ideas section of the forum https://www.3cx.com/community/forums/3cx-ideas/ . All posts are reviewed by their corresponding Departments and, if feasible and voted for by other users as well, may be implemented in an upcoming service pack or update.