Call forwarding

[ken lin]

Hi

I am encountering an issue with the 3CX cloud phone system and I was hoping you could provide some assistance.

Our goal is to help our merchant with answering the call and provide customer service

I need to implement the following functionality:

3Roles: User A; Merchant B, customer service C;

When User A dials the phone number of merchant B, merchant B's phone rings once and the call is then transferred to our customer service representative C.

When C answers the call, A and C can begin talking.

If B wants to join the conversation, they simply need to pick up their phone and they will be able to hear the conversation between A and C and join the call.

My 3CX system is the latest version and B is using a VoIP phone which is already successfully connected to our 3cx via sip trunk.

Could you please advise on how to configure the 3CX system to achieve this functionality?

Thank you very much for your assistance.

 

[leejor]

Even if B and C were the same extension number, B could not pick up the phone to join the conversation. That's not the way SIP works. C would have to add (conference) B to the call

 

[SweetAction]

Likely you'll need to use the barge feature to accomplish this. User B would need barge rights and could then barge into C's call.

https://www.3cx.com/blog/unified-communications/call-queues-managers/
Scroll to "Live agent training tools"

 

[leejor]

...but B wouldn't know that they were "wanted" on the call.

 

[SweetAction]

Sure, but how would they know they were wanted if this was an old school key system and they could just pick up the phone to join? Whatever method they are using to know when to join should still work here.

Plus C could send them a chat message asking to join if needed (or start a conference as you pointed out)

 

[ken lin]

Likely you'll need to use the barge feature to accomplish this. User B would need barge rights and could then barge into C's call.

https://www.3cx.com/blog/unified-communications/call-queues-managers/
Scroll to "Live agent training tools"

The barge feature seems like what I am looking for.

After reading the docs,
1: Is it possible to barge in via desktop phone?
2: it seems like B still needs to point out which extension should be barged.

Even if B and C were the same extension number, B could not pick up the phone to join the conversation. That's not the way SIP works. C would have to add (conference) B to the call

I did try B and C with the same extension, You're right.

If C can add (conference) B to the call seamlessly also works.
How can I achieve this?

 

[ken lin]

Sure, but how would they know they were wanted if this was an old school key system and they could just pick up the phone to join? Whatever method they are using to know when to join should still work here.

Plus C could send them a chat message asking to join if needed (or start a conference as you pointed out)

...but B wouldn't know that they were "wanted" on the call.

If B's phone service is a landline phone and uses a Jack Splitter with two separate outputs: one connected to an analog telephone device and the other connected to an FXO gateway. The FXO gateway is already integrated with the 3CX system.

In this setup, when a call comes in from A, are B and C able to ring simultaneously? I would like to understand if it is possible for B's analog device to directly pick up the call and hear the conversation if C has already answered the call.

I would greatly appreciate any insights or recommendations you can provide regarding this setup. Thank you for your attention to this matter, and I look forward to your response.

 

[SweetAction]

The barge feature seems like what I am looking for.

After reading the docs,
1: Is it possible to barge in via desktop phone?
2: it seems like B still needs to point out which extension should be barged.

1. I don't think so
2. Same as what I said before - how do they know to join in today? Use the same method.

If C can add (conference) B to the call seamlessly also works.
How can I achieve this?

The old Windows App could do this with the conference function.

If B's phone service is a landline phone and uses a Jack Splitter with two separate outputs: one connected to an analog telephone device and the other connected to an FXO gateway. The FXO gateway is already integrated with the 3CX system.

In this setup, when a call comes in from A, are B and C able to ring simultaneously? I would like to understand if it is possible for B's analog device to directly pick up the call and hear the conversation if C has already answered the call.

I would greatly appreciate any insights or recommendations you can provide regarding this setup. Thank you for your attention to this matter, and I look forward to your response.

Unlikely, but needs testing. Once the analog phone picks up the ATA likely stops sending the call to 3CX.

 

[leejor]

If B's phone service is a landline phone and uses a Jack Splitter with two separate outputs: one connected to an analog telephone device and the other connected to an FXO gateway. The FXO gateway is already integrated with the 3CX system.

In this setup, when a call comes in from A, are B and C able to ring simultaneously? I would like to understand if it is possible for B's analog device to directly pick up the call and hear the conversation if C has already answered the call.

I would greatly appreciate any insights or recommendations you can provide regarding this setup. Thank you for your attention to this matter, and I look forward to your response.

The only way the analogue phone could join the conversation is if 3CX had already answered, and had control of the call. Otherwise, as suggested, once the analogue set answered, the ringing to the gateway would stop, and an Invite would not be sent to 3CX.