Solved Can't pick up second call

[Peter Richardson]

Hi all,

I am having the following issue: there are 4 phones in a call group. When the first customer calls, all 4 phones ring and someone answers on the first phone. But when the second customer calls, the other 3 phones ring, but not the 4th phone because that person is still on the phone. But when that person hangs up, their phone does not ring, even though the other 3 phones are still ringing. How do I fix this? That person should be able to hang up and then pick up the incoming call.

 

[Panayiotis_3CX]

Hello @Peter Richardson,

Are the extensions in a queue? If so, what polling strategy do you use?

 

[Peter Richardson]

No, the extensions are not in a queue, I haven't set up a queue and I wasn't sure if it was needed or not. Is this required for what we're trying to achieve?

 

[Panayiotis_3CX]

@Peter Richardson,

Basically yes. If I understood correctly when the extension previously talking hangs up, it is not polled if a call is already waiting. With a queue, even if your polling strategy is "Ring All" the call will go to the next available extension.

 

[Peter Richardson]

So I need to have a queue in order to be able to pick up the second call from the same phone?

 

[Panayiotis_3CX]

@Peter Richardson,

Yes, to achieve what you want.

 

[jbryant84]

Do you use BLFs? The phone that isn't ringing can press a blinking BLF of another extension to grab the call.

 

[leejor]

What about a second line appearance (also in the same RG) on each set?

 

[Peter Richardson]

Thanks for the tips everyone! I managed to get it working perfectly using call queues.