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

 

[wnyconsulting]

Precisely... we're looking for the ability to see that an additional call is coming in and place the current call on hold to answer the incoming call. I have many clients that do this with ring groups but there is no MOH for ring groups (as you said since it's just ringing the phones). I have a few clients that use call queues just so they can have a track playing while the caller is waiting to be answered but using call queues prevents them from answering additional calls until they are finished with a caller.

 

[wnyconsulting]

I've been tinkering and I think the way you're doing it is the only way... the only drawback I can see is you would need a way to tell if a call is coming in (if there isn't another phone nearby to hear ring). Are your clients using the web-client/switchboard to tell?

 

[wnyconsulting]

Ahh gotcha... the client I have is using handsets to answer right now. I'll have to get them setup with webclient until 3CX decides to add the feature.

Thanks!

 

[perfect-touch]

I couldn't use 3cx without users being able to receive multiple calls. In the end I created a trunk to an Asterisk system - Asterisk handles the queues now and calls a ring group in 3cx via the trunk with the busyopt parameter set in 3cx - this gives me the best of both worlds.

I did toy with another method which worked but uses 2 simultaneous calls for each queued call so I abandoned that approach...

 

[cparker_RCT]

Accepting multiple calls at the same time via a queue or RG is a hotly requested feature from my medical office clients.

 

[omarchand]

+1

 

[Serge_TRI]

+1

 

[emmanuel.richier]

All of our small customers need to see when someone else is calling on a queue. For small companies which have only one person, the SDA could be assigned to the post in question. But impossible to manage the schedules and to have music on hold.
+1000 votes for this feature to arrive

 

[omzit]

I see now why my days of research and testing have been fruitless...

A big +1 to see this feature!

TL;DR

A large number of people here want the ability to see additional calls coming in while still being on a call on the physical handset. Based on past user posts, this only works on Ring Groups and requires un- supported work-arounds with known side effects. It would be nice to get more transparency as to whether this feature is even on the table.

Suggestion:

If this feature is a real pain to develop, maybe 3CX can offer a separate GUI and offering altogether. It could be called 3CX-Legacy maybe?

All I know is, the people have spoken..

 

[accentlogic]

Two more requests from clients this week for this feature. Most where two or more users handle incoming calls for the company or another Ring Group.

Having this for Ring Groups would take care of most of our situations. If getting this working for Queues is the hang up then by all means get it done for Ring Groups now.

 

[emmanuel.richier]

+1

I have at least 3 customers who have a switchboard and who request this functionality so as not to lose calls.

 

[DSXVOICE]

This continues to be a significant issue, complicated by misunderstandings over RG vs queue functionality. I understand the thinking that QUEUE logic is founded on the concept of a work flow where agents take calls according to various rules. Allowing an incoming call to an extension that is already active on a call makes the design of a state machine to handle the logic very difficult. But, I think not impossible. I have nothing but the highest respect for 3CX's engineering team, so I have to imagine that they simply have not been given this challenge yet.

I await the results with baited breath

 

[Rombout]

+1 while on the phone our customers will not monitor the webclient to see if another call is on hold. while speaking to their customers they will need to create a new sales order, a support ticket or some other type of case. When in the office we can setup another "dummy" phone which will ring to indicate a call is on hold, but since a lot of customers work from home this is no longer a solution. Please add the option to allow multiple calls in a queue and a call waiting tone. Right now there's no solution for this.

 

[cobaltit]

We have officially lost a 3CX customer because of this issue. The ridiculous workarounds do not work from remote workers. Client missing calls is not acceptable and we have moved them to another platform. We want to stay with 3CX but missing a basic feature like answering multiple inbound calls is a DEAL BREAKER.

3CX, you are officially losing business over this.

Not that I don't disagree with them losing business over this but in this case, this shouldn't have been 3CX business in the first place if the feature is that important to them. Not sure if you inherited it or sold it to them in the first place but definitely important to do your due diligence. While 3CX is our preferred platform and because of certain constraints or missing features like this we do sell others. Hopefully you at least were able salvage this customer.

 

[cuso683]

+1 whiteboard not a solution if you have also to monitor the extension status (you need two browser windows opened) and use some other webpage for internal business services (another browser windows)

 

[contoured]

+1

 

[Dwall]

+1
Any small business that require queues needs to answer all incoming calls especially if they are in multiple departments.

 

[sysHH]

A customer of mine which uses 3cx for some emergency callcenter application would also be very happy to have the possibility to see and answer multiple calls with some of their queues. They use some special touch PCs with an integrated (soft-)SIP and radio console and Snom IP phones for backup purposes. At the moment displaying and jumping between multiple calls is only possible with ring groups and the modified db setting (AllowUseBusyOptForGroup) but not with queues. A solution which would allow to set this feature per queue would be great.
regards

 

[DSXVOICE]

The reason why this "feature" is buried in the parameters ( ALLOWUSEBUSYOPTFORGROUP ) is that it is unsupported. It is unsupported because it introduces unexpected behavior. We used to deploy PBX's with this parameter set to 1. However, when V16 SP3 was released we began to encounter issues with QUEUES on PBX's with this option set to one. Mostly, the issues were related to calls dropping. But in general, the complaint level rose exponentially after V16 SP3 was released until we set this parameter to 0 on the PBX in question. In short, it is unsupported - and if you have issues with QUEUE behavior, turn the option off and reset the PBX and wait to see if behavior reoccurs.

You use this option at your own risk. I would be careful recommending it to others...

 

[N_G]

For new version we will introduce two new strategies that will allow polling of agents that are already on the call. Of course they must have an endpoint that supports multiple lines