Implemented Allow multiple calls for Queue and Ring Group

[bluetel2]

call queue

Hi

we have call center customer who ask us every update if it's possible to receive more than 1 call per 3cxphone where agent is on call queue. For Example agent take off 1 call from queue and the can take off another call for another queue or the same ( maybe they can choice number of simultaneous call they can have for all call queue)


tks

 

[Hystiff]

Hello,

This is an important feature for us and our clients. We are migrating our clients from Avaya to 3CX and it is a serious issue for the service and the business.

Please provide it in release 16!

Guillaume.
OPTIONS TELECOM

 

[accentlogic]

@Chris Barber - 3CX does have "Call Waiting", there is an option to Accept Multiple Calls on the forwarding rules tab of each extension. If you have an Operator, set incoming calls to that Extension and you have what you need.

The problem arises when you want to use a Ring Group or a Call Queue and have the same functionality. I think you know that, but I wanted to clarify for others.

There seems to be a regional difference in attitudes toward "Call Waiting". Here in the states everyone is used to it, it's a "standard feature". 3CX disables this by default, so for most setups we enable it during rollout. However, it seems in other parts of the world, or at least in some organizations, it's considered rude to broom a call to take another one. Hence, some see the default behavior of 3CX as a good one - in a business environment staff should take care of the caller at hand, until they are done.

So far, all of our clients have made due with the current options. I agree, it would be nice to have more and have voted this up.

 

[eripaq]

+1 for sure!!

 

[easttek]

+1

 

[Karl_NFC]

+1 !!!!!

 

[contoured]

+1

 

[netswork]

Still need this feature. We have been asking since 2015

 

[mverneuil]

+1 !! please !

 

[m-chedeville@niortfreres.]

+1

 

[CPENG]

+1

Same sentiments as everybody else, a lot of things make 3CX rock but a few pretty critical issues have me looking at other systems. Like TLS for trunks, set outbound caller id, and no dial codes for shared parking. I think I'm going to give 3CX a run for year because its already setup and working and still a good deal but I really hope some of these features will get added this coming year.

 

[DSXVOICE]

@dig1234 Yes and no. Historically, it has resulted in anomalous behaviour - calls hung in queue. I can't say its been a problem in V16 - yet - but there's been no discussion on this from 3CX recently - so I don't know if the calls hanging in queue issue was resolved. I would think that if it were, it would be a direct option in the UI.

 

[sarl19]

+1

This is a feature that is present at other IPBX editors

I believe that many partners have been asking for it for many years. So do it!

 

[Mike Hammett]

Re: Allow multiple calls for Queue and Ring Group - IN CONSIDERATION

So to recap on this and avoid miscommunication:

1. Its absolutely possible to have extensions targeted for multiple calls in RING GROUPS, always was and still is. As Jonathan Rappaport / Lifeline helpfully pointed out earlier in this thread: This option is in Troubleshooting, Parameters and search for "allowusebusyoptforgroup". Set this value to 1, save it and restart the 3CX services. This option will be moved to the web interface in v15 to make it more accessible.

2. If on a queue call, you can pick up calls in the queue using the 3CX client. So you can see calls come in / waiting in the queue via the Queue screen and then choose to pick up the call. If you dont want to use the client, and have each incoming call target agents immediately (it somewhat defeats the purpose of the queue I think) its not possible right now. But yes, we can make an option to force that behaviour if that is what the customer wants. Scheduled for V15.

Nick, it seems to be the opinion of the thread so far that these things didn't happen. What can we do to get 3CX to operate in the way the users expect? Operating the way the user expects should always be paramount.

 

[cparker_RCT]

I can see this being useful with some of my leads being medical offices. It's very common for someone at the front desk to take a call, and nearly immediately place them in parking orbit as they're dealing with in person contact and inbound calls without a fellow staff member to help them out. Likely the reason for this is due to "just answer the phone and let the caller know they've been received" versus hanging out in the queue for X minutes. This could be easily be solved with just ringing one extension from the IVR, and ditching the queue but I can certainly see its place.

 

[Arnoud Van Der Kelen]

+1

 

[Gwenael]

+1

call queue

Hi

we have call center customer who ask us every update if it's possible to receive more than 1 call per 3cxphone where agent is on call queue. For Example agent take off 1 call from queue and the can take off another call for another queue or the same ( maybe they can choice number of simultaneous call they can have for all call queue)


tks

 

[maximemcduffox]

+1
This will be great. It can be better if we can select this option per queue or per ring group. So example I have a reception queue want to have call waiting to activate only this one.

 

[dsi-infologic]

+1
Some news about this feature?

 

[wnyconsulting]

Not sure if anyone brought up this point (I didn't read through all 8 pages) but here is my reasoning for this:

Ring Group - can accept multiple calls but has no music on hold. Clients wan't MOH for many reasons including marketing.

Call Queues - has MOH but can't accept multiple calls. Many of our clients are small and want the MOH functionality but also need to be able to have 1-2 receptionist taking all calls.

Can we get an update on this feature request?

 

[wnyconsulting]

I'm saying a single person in a Call Queue cannot answer multiple calls simultaneously which can be done using Ring Groups, but Ring Groups do not have MOH which is what clients want.