Solved "Accept Multiple Calls" not working

[Peter Richardson]

Hi all,

I have a client and also our own office having this issue.

When a person is on the phone and a second call comes in, they are unable to know about it - it does not come up on their phone (using either PC client, Yealink W52, Yealink W56, or Yealink T48). We found out about the "Accept Multipe Calls Option"...

Extensions -> (extension) -> Forwarding Rules tab -> Options - Accept Multiple Calls

This has been ticked for all extensions now, but it still doesn't work. Even if the person who is on a call ends the call because they can hear another phone in the ring group ringing - their phone still doesn't ring while the other phones in the ring group continue to ring.

Any ideas?

 

[Saqqara]

Think you find ring groups does not follow ‘allow multiply calls’ , this is for one to one calls

Ring groups, will poll the list of extension in the group at the beginning of the call, and if the phone is busy it will not ring it as part of the ring group even if the person hangs up the active call..

Maybe look at queues instead

 

[Peter Richardson]

Thanks very much @Saqqara

So creating a Queue instead of a Ring Group would solve this issue? Would there be any draw backs from this approach, compared with a Ring Group?

 

[Saqqara]

Again queues do not follow ‘allow multiply calls’

If a person finishes a call, and the queue is still active (i.e. ringing) , this phone will ring as part of the queue depending on the Queue Strategies setup

https://www.3cx.com/docs/manual/call-center-queues/#h.8ncf28gdwjgp

 

[VoIPTools]

Both ring groups and queues work the same way, one call at a time. There is a setting you can use to override this behavior for ring groups. But be aware that it is NOT recommended or supported by 3CX. I'm told it has been known to create "issues" but we have used it for years without any obvious problems. But it may also be that we have had minor issues and didn't necessarily associate the issue with the setting so use at your own risk:

Settings --> Parameters --> ALLOWUSEBUSYOPTFORGROUP=1

This setting is characterized by 3CX as experimental / for test purposes only and they will say "don't use it". I don't know why.

 

[Christian Badertscher]

Both ring groups and queues work the same way, one call at a time. There is a setting you can use to override this behavior for ring groups. But be aware that it is NOT recommended or supported by 3CX. I'm told it has been known to create "issues" but we have used it for years without any obvious problems. But it may also be that we have had minor issues and didn't necessarily associate the issue with the setting so use at your own risk:

Settings --> Parameters --> ALLOWUSEBUSYOPTFORGROUP=1

This setting is characterized by 3CX as experimental / for test purposes only and they will say "don't use it". I don't know why.

Thanks a lot for this advice. I will try and ans see if it gives me some problems.

 

[Peter Richardson]

Hacking the PBX didn't work for me. But changing from a ring group to a call queue worked perfectly. I just made the queue music the "progress ringtone" so it sounds exactly the same as if it were just dialling like in the ring group.

Thanks so much for your help everyone that contributed!!

 

[Maykel Constantin]

Hacking the PBX didn't work for me. But changing from a ring group to a call queue worked perfectly. I just made the queue music the "progress ringtone" so it sounds exactly the same as if it were just dialling like in the ring group.

Thanks so much for your help everyone that contributed!!

i did that long time ago in two of my 3CX server and never have issue again..

Settings --> Parameters --> ALLOWUSEBUSYOPTFORGROUP=1
..

 

[Peter Richardson]

@Maykel Constantin
Were you using it in a ring group or a queue?
Now that you have that option set to 1, what is the behaviour of the phone (precisely) when you are on a call and a second call comes into the ring group or queue?