Accept Multiple Calls in Queue

[RC IT]

Hello Everyone,
I'm having an issue with accepting multiple calls on both Grandstream & Yealink phones in a call queue. Here is my scenario. If I program a Queue to "Ring All", I set the extensions in the user list, In Advanced I turn on "Target agents already on a call". Turn the User's forwarding rule to "Allow Multiple Calls". If any of those users in the queue list are on a call, a second call does not come through that extension but it does ring all the other extensions. IF I only have 1 extension in the user list that phone will now show a second call coming through. Am I correct in assuming a "Ring All" strategy should push a second call to all extensions in the list regardless if they're on the phone already?

3cx Hosted
V20.0.7.1080
8SIM Professional

 

[Charles_3CX]

This feature will only poll agents who are already on a call if no other agents are available; that is, they are either logged out of the queue or also on a call.

 

[rlg]

This topic comes back regularly

This feature will only poll agents who are already on a call if no other agents are available.

This is the issue, and I think the need of multiple calls for agents may have been misunderstood.

Think about the following use-case, we have with many customers...

One secretary, in a company, in the reception queue.
Set as "main" agent in the queue to receive calls, with other "second-layer" agents, who may take calls only if needed.
The secretary's job is to take calls, multiple calls at the same time.
As a result :
- the secretary is in first position in a Prioritized Hunt queue ;
- the secretary is priority 1 in a Skill Based Routing queue, other agents are priority 2 ;
- Ring All could also be used ;
- the upcoming Cascating algorithm would absolutely make sense here.

Goal here is for the secretary to ring for every call, whatever the other agents' status is.
Of course the incoming call can be refused, the distribution algorithm will make its job and ring "second-layer" agents.

This use-case can't be implemented for now, and is, with the Cascating algorithm, the 2 really missing strategies we encounter very regularly with our prospects and customers.

@3CX Team, could you then perhaps improve the feature in this manner ?

Thank you very much for your consideration !

 

[RC IT]

Thanks for the responses. Yes, that is what we're trying to accomplish. So for now I have to have a Queue with only the "Receptionist" in it to accept multiple calls. Then after 15 seconds it connects to a secondary Queue with all extensions in it. I don't like the wait time "IF" the Receptionist can't take the call or is not at the phone before someone else "CAN" pickup the call. So it was a decision between longer wait times OR Reception can't handle multiple calls.

Thanks @rlg for adding the "Use Case" scenario there that I'm sure a lot of 3cx customer would appreciate @Charles_3CX