Accept multiple calls in ring groups - StartUp version

[SebDomSD]

I would be interested in the StartUp Pro version, but I need to know if the feature "Accept multiple calls" works in ring groups? Actually, we need to have "ALLOWUSEBUSYOPTFORGROUP=1" to make it work. I doubt the “Custom Parameters” are available in the StartUP version!

Thanks

 

[Charles_3CX]

Please note that Receiving multiple calls to a single extensions from Ring Groups or Call Queues is not possible.

Additionally the parameter you mention is completely unsupported from our side and if enabled support for the system is voided until removed.

If you would like to pick up a second call from a Ring Group you will need to first park the current call using either a BLF key configured for a shared parking place or transfer the call to parking orbit, this will release the call from the phone, you can then pick up another call using the call pick-up feature (*20*) or BLF keys configured for extensions that are in the Ring Group and are ringing.

You may also put the call on hold, open a new line, using the line keys, then perform a call pickup to answer the new call.

You can not get audioble representations of new calls, whilst in another call from a ring group or queue but this is possible visually using the switchboard within a 3CX desktop app or Webclient.

 

[SebDomSD]

Thanks for your answer.

I have configured my phone with 2 line keys. If the option "ALLOWUSEBUSYOPTFORGROUP=1", I get an audio notification on my 2nd line key and then I can take the call (it doesn't work with a queue though).

I don't understand why it is not possible to have an audio notification when we receive a 2nd call from a group ring or a queue? Group Ring are often used by teams and the option to be notified audibly and to be able to take a 2nd call is, in my humble opinion, a very important feature. Furthermore, the use of the switchboard is not always possible in environments that advocate physical phones...

 

[SebDomSD]

I guess I won't be able to get an official answer on this issue...

 

[Charles_3CX]

The answer has already been given, please see above.

 

[garyasher]

I have another option that is a little easier.

You can add a BLF for each extension in the ring group. If you are on a call and a call comes in, you can put your call on hold and select the blf for the ext that you would like to pick up. This is probably the same thing, just done with a BLF instead.

 

[VoIPTools]

If you have available screen space, I would open your 3CX web client to the "Panel" page. It will show you the calls as they come in. That's perhaps the only practical option built-in to 3CX. If that does not work for you, then perhaps we can help with our 3CX Queue Notifier tool We recently added the ability for our desktop client to popup when additional calls come into a queue or ring group.

 

[SebDomSD]

In fact, I installed 3CX at home as a lab environment. I created a call group that rings the phones in my office, my wife's office, the living room and the kitchen.

My request is very simple: I want an audio notification when a 2nd call comes in and I'm already on the phone.

The option is available for one extension (with the option "Accept multiple calls". It's just not possible with a call group. I find this illogical.

I have customers who have call groups. When it's time for dinner, only one is available at that time. Why can't she simply receive an audio notification that a 2nd call is in progress. This would simply allow her to put her 1st call on hold, answer the 2nd call and return to her 1st call. A very basic telephone function in my humble opinion. No need to send the call to voicemail!

Thanks all for your inputs. It's appreciated

 

[VoIPTools]

First, I have to acknowledge that I just realized this thread is in the "Small Business" forum and 3rd-party and Call Flow Designer solutions are not possible (yet) with this edition of 3CX...

I understand that sometimes design decisions do not fit perfectly for all scenarios, like yours perhaps. However, we can make up imaginary features, or we can talk about what is currently possible. If you have a suggestion for a new feature, there is the ideas forum.

Today, sending calls to a queue or ring group does not send notifications to agents already engaged in a call (other than monitoring calls in the web client). This is intentional and by design. This design decision (as I understand it) was made with the assumption that queue/ring agents are servicing customers as quickly as they can and are not "chitchatting" with a caller. If so, then pestering the agent with notification beeps only serves to distract them from helping the current caller as quickly as they can, on a first-come, first-served basis.

So, today, your only option is to monitor the web client, or send the caller somewhere other than a queue or ring group. For example, I was just discussing on another thread the possibility of sending calls to a Call Flow Designer (Note that the CFD is not available with the Small Business edition, but it will be coming in the future). The CFD could:

1. Determine the next available parking location
2. Play a message on over-head speakers saying "A call for Matthew Orr is waiting on parking location 1"
3. Transfers the caller to the selected parking location

This is feasible in a business environment, but maybe not in a home environment.