Accept multiple calls for ring groups

[Glennonline]

Hi,

I have an IVR and behind one of those options there is a ringgroup that is configured as ring all.
However, if the user that is in this ringgroup is already handling a call the 2nd call doesn't get presented to the phone but goes to the no answer option straight away.
This user has Accept multiple calls active and when calls go directly to her extension the phone does ring.

How can I make her phone ring on a 2nd call without putting her extension directly behind the IVR option? I'm out of ideas.. maybe an callflow app?

 

[VoIPTools]

No, you cannot solve this problem with a CFD application. However, there is a parameter ALLOWUSEBUSYOPTFORGROUP which will enable you to receive multiple calls in a ring group (when set to 1).

Beware, however, that this is an experimental feature that is not recommended for production use. I have seen 3CX Support make this comment in the forums: "If we wanted you to use this feature, it would be easy enough to put a checkbox in the user interface".

Many people, including me, have used this feature but there must be some edge cases that create unexpected results ... otherwise, they would make this part of the configuration screen for the ring group.

There is no supported way to enable a user to receive an audible notification of a 2nd call in a ring group.

 

[Glennonline]

Thanks for the quick reply! I have enabled it and will test tomorrow how that goes, we only have 1 ring group anyway at this customer, so I don't expect that we will run into any issues.

 

[leejor]

However, if the user that is in this ringgroup is already handling a call the 2nd call doesn't get presented to the phone but goes to the no answer option straight away.

Does that mean that there is only one user in the Ring Group? If that is the case, then a call sent direct to their extension, and options set to allow, a second call would be presented to the set (call waiting).

 

[Glennonline]

That is indeed the case.

 

[leejor]

So...is there a reason you have them in a ring group then?

 

[Glennonline]

Yes, otherwise calls will go to the voicemail of the extension instead of an external company that handles all unanswered calls.

 

[leejor]

Well, the options seem to be, making use of the parameter, mentioned above, being aware of any unintended consequences. You could also add a second extension, to the set by modifying the template, which would make the set unsupported.

You could also create a new extension, that does not have voicemail, but does have the ability to take a second call, and send the calls there.

If you have a second(basic) phone available, you might also consider creating a second member of the ring group, and having two phones side by side. While this is a bit awkward, it would not involve making any changes that could cause other problems.

 

[JohnS_3CX]

That parameter was introduced experimentally in a very old version of 3CX. It may cause weird undesired operation, or unexpected issues down the line, after you have already forgotten you have enabled it, and even if you have tested it now and it appears ok. Avoid enabling that parameter, it is not compatible with a modern 3CX system.

You can achieve your desired functionality with a queue + parking in the webclient / desktop app

1. Park your current caller 1 if you need to answer another one
2. When done with caller 2, unpark caller 1 and continue
3. Caller 3 or above that has been waiting for too long will reach destination if no answer (External Co.)
4. When the user leaves work and signs out of the queue you can forward all calls to the External Co. again

Plus, you get to monitor all the calls waiting in the queue and decide what you want to do with them accordingly.

 

[VoIPTools]

Here is the challenge... the goal was to get an audible notification that a second caller is waiting. A queue has the exact same issue as a ring group -- you do not get notified that another caller is waiting in the queue.

Nevertheless, we all agree that you use the parameter at your own risk. It is not recommended. And to @JohnS_3CX point, it may not work in the future.

As an alternative, we could build a client-side tool that displays a popup, and plays a audio, to let the user know there is another caller waiting. We do something similar with our wrap-up codes tool.