Call queue v18 - multiple calls per agent

[jcp]

I know, I know, this old chestnut again.

Cam anyone suggest an alternative to me?

1) have asterisk running the call queue with a trunk connection to 3CX which calls a ring group (usebusyopt enabled)
2) use 3CX for call queue with a dummy extension set to simultaneously call it’s mobile - and set the mobile number to a ring group
3) add a dummy extension to the queue agents and add a BLF for that dummy extension on reception phones (to signal a call in the queue)

We have been using option 2 for over a year but I then have two PBXs to manage, it complicates OOH prompts for the voicemail, doesn’t allow 3CX admins to see call queue statistics etc. The major reason I’m trying to stray from my working solution is because I have upgraded from Pro to Enterprise to allow for failover - but failing over when you have two PBXs “in series” is a crazy proposition. I have installed v18 onto a test system and tried using 3CX queues as intended but received complaints that reception no longer get call waiting announcement on the phone screen. Obviously option 1 works but halves the number of SCs available.

I had really hoped by now that there would have been some movement on multiple calls to an agent from a queue. Smaller companies wishing to project a larger presence enjoy the use of the introduction message, music, queue position

 

[ChrisC_3CX]

Though you seem to already know that this is actually not possible the way 3CX is designed, you could use other methods to allow agents to pickup more than one call from a Ring Group or Call Queue such as utilizing the call pickup feature.

I know this may very well not be the answer you are looking for but this is what we would recommend as any other workarounds would most probably involve modifying parameters or implementing "unorthodox" call flow configurations that will not only render the 3CX instance at hand unsupported, but will also most definitely cause issues.

 

[VoIPTools]

I assume the challenge is not whether you can answer the 2nd call, rather, the issue is being notified that another call is waiting in the queue. I would propose a desktop notification (perhaps with an audible "beep"). This could be done by subscribing to the queue events exposed by the 3CX Call Control API or using the VoIPTools API. It would require an application be installed on each computer.