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Caller in ring group

Discussion in '3CX Phone System - General' started by vectra, Jan 12, 2016.

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  1. vectra

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    Many of my customers asking if there is a option when someone calling ring group or queue group and user is on the phone then user can see a second incoming call on screen same as someone calling particular extension. They would like to have this option so they can put first caller on hold if someone more important calling in.
     
  2. NickD_3CX

    NickD_3CX Support Team
    Staff Member 3CX Support

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    Unfortunately not, but there is already a Thread in the 'Ideas' section of the Forum: http://www.3cx.com/forums/allow-multiple-calls-for-queue-and-ring-group-43410.html

    I would recommend posting on the thread as well to help bump this feature request up.
     
  3. leejor

    leejor Well-Known Member

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    If the user has a multi-line set, then a second extension number, also a part of the same ring group, could be added to the second key. Any additional calls, to that ring group, would come in on that key. What shows on the display, would be a function of the particular make/model set. but the user could then put the first call on hold and take the second, or just leave it for someone else to answer.
     
  4. uptime1

    uptime1 New Member

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    @leejor, using v14 SP2 Cloud, I found that activating multiple line key accounts does work, but incoming calls hear a miscalculated Priority # while waiting in the Call Queue. 3CX appears to count the number of physical extensions rather then the number of phone extensions. As a result, multiple callers will hear "You are Priority 1" when in fact, they could be a much higher number.

    Anyone else see this same behavior?
     
  5. leejor

    leejor Well-Known Member

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    That behaviour would make sense. In the majority of queue set-ups, there would only be one queue member/agent per set ,allowing that agent to give full attemtion to the customer currently on the line. How many time have you called into a business, that you assume uses queues (please hold an agent will be with you shortly), only to have the agent excuse themselves to take another call? They have no idea how long the second call wil take, so someone is going to remain on hold rather than being assisted by another "free" agent.

    Your use of a queue may be different from the "norm", but, unfortunatly, they were designed for the majority of users.
     
  6. uptime1

    uptime1 New Member

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    Yes, it's enjoyable to have the uninterrupted attentiveness of a dedicated free agent! :)

    Unfortunately, in a busy office, the front desk receptionists don't have the luxury of time to interact with just one caller at a time. They are on their toes multitasking all day long handling a high call volume and often waiting for others in the office to give them information to relay to callers.

    Can anyone think of a workaround, please?

    TIA!
     
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