Call Waiting

[rgd001]

Hello,

I have a situation when Accept Multiple Calls is configured on the extensions, when extension A calls extension B, the extension B is notified that someone is trying to call but the extension A doesn't know that extension B is on a call.
Usually, on another PBX system, extension B should receive a beep or the phone should displays Call Waiting.
I saw a post suggesting to use Call Queues, to create virtual extension and assign the physical extension to it. But this will make the issue complicated as you need to start calling the virtual extensions rather than the real extension.
Any idea on how to resolve this issue.

 

[NickD_3CX]

When you enable the "Accept Multiple Calls" option for an extension, essentially you are telling the PBX to NOT consider Ext B to be busy when they are on a call, so it makes sense that Ext A does not hear anything.

This is the expected behavior.

If you do want some kind of Call Waiting for people calling Ext B, then making a Queue for Ext B and having Ext B as the only agent in it is the way to go.

 

[rgd001]

When you enable the "Accept Multiple Calls" option for an extension, essentially you are telling the PBX to NOT consider Ext B to be busy when they are on a call, so it makes sense that Ext A does not hear anything.

This is the expected behavior.

If you do want some kind of Call Waiting for people calling Ext B, then making a Queue for Ext B and having Ext B as the only agent in it is the way to go.

Hello Nick,

I setup a queue, then I forwarded the extension to the queue after 1 sec, however whe the callee reject the call, the phone will keep ringing until time out.

 

[NickD_3CX]

A slightly alternative thing you can do is:

• Leave "Accept Multiple Calls" enabled
• In the Extension Settings
  • Set the "If I do not answer calls within X seconds" option to 10 seconds, then forward to the Queue you've created
  • Set the "If I am busy or my phone is unregistered" to "End Call" or "VMail"

With this setup, if you are on a call and someone else calls you, for 10 seconds they will hear "ringing" and you can reject the call and go to "End Call" or "VMail".

If 10 seconds pass, it will go to the Queue where the Caller will hear the MoH of the Queue.

 

[rgd001]

Hello,

I will try this option and let you know.

 

[rgd001]

Hello,

We still encounter the same problem. Queue will continue to ring even after reject.

 

[NickD_3CX]

Yes, if the call reaches the Queue, then that will happen.
If you reject in the first X seconds before the call goes to the Queue, then it won't.

Not exactly what you asked for, but the closest I can think of.

 

[rgd001]

Yes, if the call reaches the Queue, then that will happen.
If you reject in the first X seconds before the call goes to the Queue, then it won't.

Not exactly what you asked for, but the closest I can think of.

This will create more problems with users. So I guess the solution is not pretty complete. This could be resolve if 3CX introduce a beep or script message to inform the caller.
Thank you for the help.