Call handling using queues and/or ring groups

[tja]

Good morning

We have following 3cx setup:

• 3CX Version: 3CX Pro 8SC, v20.0.1.731
• Server OS: Debian GNU/Linux 12 (bookworm)
• Is the 3CX Server Hosted and where? On-Prem by (InterXion)
• Provisioning Method: Local SBC (Raspberry Pi)
• Trunk Provider or VoIP Gateway Make/Model: Peoplefone

We are a small company having very basic needs regarding our 3cx setup. Nevertheless, we are not able to find a working solution. Our needs are as follows:

1. we are a team of 20 people, each person has an individual DID number.
2. 1 - 2 persons work at the reception desk and answer calls to our general phone number.
3. if those two persons are not able to accept the call, the call should be forwarded to all other persons who are available in parallel.
4. if a call from the general phone number goes to all persons, they must be able to distinguish between such calls and direct calls in order to decide whether they want to answer it or not.
5. “normal persons” should be able to distinguish between direct calls and general calls in their call history, so that they can decide which missed calls they want to answer.
6. if no one (reception desk and team) answers the phone or the caller hangs up before getting through, the reception desk should somehow see that, so that they can call back (either via a notification (push or email) or directly in the call history).

We already tried different setups with a queue for the reception desk and a queue or a ring group for the team. However, we could not find a solution that satisfies all our needs above.

Does anyone have an approach that satisfies our needs?

Thanks in advance
Tobias

 

[NicholasP_3CX]

The queues would be the way to do that.

1. You can give each DID a name. Click the little pencil icon next to the assigned DID in the users account.This will allow you to identify that the missed call for the user came in through the DID.

2. Add these 2 persons into a SKILL-BASED routing (Ring all) queue as skill set number 1. You will need an Enterprise subscription to do this. These 2 persons will be able to log in to the queue and take calls

3. Add everyone else into this same queue as skill set number 2. They can log in and out as needed to help cover for reception.

4. They will be able to see the queue name coming in or their DId name, so they can decide if they want to answer it or not.

5. Missed calls for the DID will be in the "Missed" section of the call history on their 3CX apps. The queue missed calls will be shown under "Abandoned". they will NEVER be mixed and matched.

6. The same mechanism applies. They will need to go into the Abandoned section of the call history to see this information.

Something to note before you set this up. Go into your PBX phonebook and under options, allow the visibility of the Queue and DID names.

 

[tja]

Thanks for the fast answer, Nicholas. We upgraded our 3CX license and configured it as described. The solution works with only one shortcoming. Our team members with skill set 2 are often not setting their status correctly. So they get calls when they are in meetings. When they decline the call, they immediately get the call again (ring all). Is there a way to change that? So that the queue behaves like a ring group in that regard?

 

[providencetg]

I have used both ring groups and call ques for this depending on my needs. For example, I would put the operators in a call que with a BLF for logging in/out. Then have a ring group for the 2nd line of people to answer calls. Therefore, if both of the main operators will not be available, they can easily log out of the call que thereby sending the calls to the ring group for the other persons to take the call. Once the main operator becomes available, they can log back into the que to start taking calls.

I find in situations like these, I am looking for the best options where users don't have to remember too much.

Alexander