Solved Answer Multiple Calls One Extension

[amannick]

Hello Team

I have a client who works with limited bandwidth and trying to answer every call as it's a new business.

Use Case - User wants to answer multiple calls on one extension. For example there is Call in queue and there 2 or more caller in queue then user wants to put first call on hold and answer the second one to arrange a call back or resolve quick general problems.

I have gone through many links where it says we can't answer multiple calls on one extension but we have a conflict as Under extension - Forwarding Rules - Allow Multiple calls option is available which creates an image an extension can answer multiple calls.

Also on 3CX Softphone- there are 4 lines such as LIne1 Line 2 Line 3 and Line 4 Can we use it as BLF or what is it used for??

User should get any notification that there is a second call in queue and should be answered on Line 2 if busy on line 1

What I have tried so far....

I have enabled allow multiple calls under Extension - Forwarding Rules - Options



I have tried Creating multiple Queue for example Queue1 and Queue 2 and Queue 3 and added user in all the queue. Assuming If there is a call in one queue and the user is already engaged on call should be notified about the call in another queue but no luck

I tried Creating RingGroups thought it would allow Multiple calls to be answered.

Please see if anyone can help me it would be a great help

IF we can make calls using line 1 and line 2 Line 3 why can't we answer calls using line 1 line 2 and line 3 on 3CX softphone?

Thanks

 

[amannick]

Hello Everyone

So I found the fix Thanks to @VoIPTools Matthew Orr

https://www.3cx.com/community/threads/accept-multiple-calls-not-working.58545/post-245010

If you like to answer Multiple calls on extension it's possible even with a queue and single agent in the queue.


This what I did

I created a RingGroup 1 and Queue1

I mapped my agent in queue 1 so if multiple calls comes in he can watch the queue and see how many people calling.

then created a rule - Maximum Queue wait time (You can choose any wait time you wish I always prefer 30 second)

Connect to queue or Ring Group - Select the ring group you created



The go to Settings - Parameter and Search.

ALLOWUSEBUSYOPTFORGROUP



Open it and enter value = 1




and Click Ok


Now when Call comes in Queue it always shows in Queue first and if user is busy more call will be routed to RingGroup which will kick in line 2 or Line 3 on soft phone or another call will ring on WebClient of aligned Extension,


Hope this Helps and Thank you So much Matthew Orr @VoIPTools

 

[leejor]

Keep in mind, that the use of ALLOWUSEBUSYOPTFORGROUP is not recommended by 3CX, as it may cause other issues.

 

[amannick]

Dear @leejor


Thank you for highlighting. I would definitely keep a note.

 

[ChrisC_3CX]

@amannick

I know this has already been mentioned but I'm obligated to inform you that enabling the "ALLOWUSEBUSYOPTFORGROUP" parameter has been known to cause issues such as unexpected call flow routing in the past. Although we would not recommend it, you may of course use it as your own risk. Do also bear in mind that it will void support and you will be asked to revert it back to its default value along with all similar modifications in the event that you submit a Support case.

In any case, you mention that you need these calls to be answered by one extension, the "Allow multiple calls" does work if calls are routed directly to the extension so if you do not need to use a Ring Group or Call Queue for this extension then it should work out of the box without having to modify any parameters.

 

[amannick]

@amannick

I know this has already been mentioned but I'm obligated to inform you that enabling the "ALLOWUSEBUSYOPTFORGROUP" parameter has been known to cause issues such as unexpected call flow routing in the past. Although we would not recommend it, you may of course use it as your own risk. Do also bear in mind that it will void support and you will be asked to revert it back to its default value along with all similar modifications in the event that you submit a Support case.

In any case, you mention that you need these calls to be answered by one extension, the "Allow multiple calls" does work if calls are routed directly to the extension so if you do not need to use a Ring Group or Call Queue for this extension then it should work out of the box without having to modify any parameters.

Dear @ChrisC_3CX

Thank you for your support

I have rolled back the changes and followed what you mentioned and it worked Thank You so much.

this is what I did

I no longer needed the ring group so deleted it.


Step 1 Enabled Accept Multiple calls under Extension- Forwarding Rules - Options - Selected Multiple calls




Strep 2 Set up Destination No Answer Maximum Queue Wait Time (seconds) I chose 30 second and Connect to extension





Thanks

 

[ChrisC_3CX]

@amannick

Excellent! If you can get the desired behavior without modifying parameters that would indeed be the way to go!
Please do not hesitate to start a new thread should you require additional assistance or information!