call queue problem when hangup

[paulpaul]

Bonjour,
J’ai un téléphone de référence GXP 2160 qui a deux compte de configuré issue du même serveur de téléphonie.
Chacun de ces compte est agent dans des files d’appels.
Lorsque que l’agent est en conversation avec un compte, si un client appel le second numéro, il tombe dans la file d’attente du second compte. Lorsque l’agent raccroche (avec le premier compte), il ne reçoit pas l’appel qui est dans la file d’attente du second compte.
Comment résoudre ce problème ?

Hello,
I have a voip phone GXP2160 with 2 account on the same VoIP server.
Both account are agent in call queue (server configuration)
When an agent is on phone with an account, if a client call the second account, he is in the call queue of this account. When the agent hangs up, he doesn’t receive the call whi is in call queue of the second account.
How can i solve this problem ?

 

[JohnS_3CX]

Hi Paul,

Unfortunately we do not support multiple accounts per deskphone, this method is not compatible with our system.

 

[AWS2P]

is there only one agent in your Qs ?
are the Qs set in ring all mode ?

 

[paulpaul]

By "Qs" you'll say "Call Queues" ?
The first account is in a queue with 5 other account, and the second accound is currently alone in a queue.
Yes, all queues are in ring mode.

The phone have 2 accounts to change the "Outbound Caller ID" (in Outbound Rules we cannot change it and customers prefer when it's a national number who call)

 

[AWS2P]

By "Qs" you'll say "Call Queues" ?

oui

 

[AWS2P]

outbound caller id are from DIDs coming on same trunk ?

 

[paulpaul]

outbound caller id are from DIDs coming on same trunk ?

Yes it's the problem, for example if i set our main number in this trunk, call to another country have the same "Outbound Caller ID" that the main country

 

[AWS2P]

so for now you set this in extensions?

 

[AWS2P]

could you use RG instead of Qs ?

 

[AWS2P]

which brand and phone model do you use?

 

[paulpaul]

so for now you set this in extensions?

Yes i have an extension per country, it's the only solution i find but it's not perfect ...

could you use RG instead of Qs ?

The problem with RG is we can't had a Music on Hold and it's an after sales service (SAV in french) with customers.

which brand and phone model do you use?

I use Grandstream GPX2160, i try many time to change the phone's configuration but i think it's not possible and it's server side.