System Version V18 Update 7 Build 424
Running on 3CX Linux installed on an On-Prem Hyper_V Server
Current Version Professional
Phones used Fanvil X6U (90% of them)
I cant quite seem to figure out how to set up the inbound call routing I need to have. here is what I need.
When DID ending in 5880 is called. I need it to ring phones as follows
Ring all - Sales Phones (15 sec)
Ring all - Sales Phones + Office Phones (15 sec)
Ring all - Sales Phones + Office Phones + Executive Phones (10 sec)
Sent to Voicemail of extension
Added needs for above call flow.
- Specific ring tone based on which DID is called (Its ok to have different call flows for each DID as different phones will need to ring)
- Missed call resolution (details below)
It seems like a skills based call Queue could work but you need enterprise but its not clear if it will continue to ring skill group 1 once it moved to 2.
I will also add that my users are used to legacy phone systems so loging in/out of queues will be an issue so all the desk phones will need to automatically be an agent if call queues are used to resolve this. 95% of the desk phones are shared phones as they are on sales floors or are in shared office spaces. We use softphones for the specific users so later on if call queues are used we could train users to login and out.
In a previous version of 3CX on a different system, I did this by creating specific call groups for this with a call group for each step above. This caused two main issues, first was that it creates an excessive number of call groups in the system to manage. The second was the phones treated this as three individual calls to the phone. In order to work around the excessive number of missed calls on the phone, I had to manually modify the phone UI to not show missed calls. (I know i can use a custom template and that is the plan moving forward with the new system for this a other UI changes we need). Ideally on the missed call front, I would like the phones to only show a missed call if the call never gets answered. (which also isnt the case with my previous set up. what we want is if phone A in sales answers, phone B does not show a missed call but if it gets to voicemail, all phones show missed call but only 1.)
I feel like this is a common need that isn't clear to setup or I am missing something.
Business background is that it has multiple locations with several different d/b/a's (and a DID for each) with some that span multiple locations while others that are just one location.
Seems like this could be solved by allowing call queues to prioritize hunt for call groups or phone groups.
I am willing to upgrade to enterprise BUT I'm not willing to unless I can get exactly what I'm looking for to work smoothly (and ideally test before committing to upgrade).
This was the closet solution I could find but it seemed that this did fulfill my requirement of it continuing to ring skill group 1 when it moves to skill group 2.
https://www.3cx.com/community/threa...h-multiple-client-at-the-same-priority.76174/
Running on 3CX Linux installed on an On-Prem Hyper_V Server
Current Version Professional
Phones used Fanvil X6U (90% of them)
I cant quite seem to figure out how to set up the inbound call routing I need to have. here is what I need.
When DID ending in 5880 is called. I need it to ring phones as follows
Ring all - Sales Phones (15 sec)
Ring all - Sales Phones + Office Phones (15 sec)
Ring all - Sales Phones + Office Phones + Executive Phones (10 sec)
Sent to Voicemail of extension
Added needs for above call flow.
- Specific ring tone based on which DID is called (Its ok to have different call flows for each DID as different phones will need to ring)
- Missed call resolution (details below)
It seems like a skills based call Queue could work but you need enterprise but its not clear if it will continue to ring skill group 1 once it moved to 2.
I will also add that my users are used to legacy phone systems so loging in/out of queues will be an issue so all the desk phones will need to automatically be an agent if call queues are used to resolve this. 95% of the desk phones are shared phones as they are on sales floors or are in shared office spaces. We use softphones for the specific users so later on if call queues are used we could train users to login and out.
In a previous version of 3CX on a different system, I did this by creating specific call groups for this with a call group for each step above. This caused two main issues, first was that it creates an excessive number of call groups in the system to manage. The second was the phones treated this as three individual calls to the phone. In order to work around the excessive number of missed calls on the phone, I had to manually modify the phone UI to not show missed calls. (I know i can use a custom template and that is the plan moving forward with the new system for this a other UI changes we need). Ideally on the missed call front, I would like the phones to only show a missed call if the call never gets answered. (which also isnt the case with my previous set up. what we want is if phone A in sales answers, phone B does not show a missed call but if it gets to voicemail, all phones show missed call but only 1.)
I feel like this is a common need that isn't clear to setup or I am missing something.
Business background is that it has multiple locations with several different d/b/a's (and a DID for each) with some that span multiple locations while others that are just one location.
Seems like this could be solved by allowing call queues to prioritize hunt for call groups or phone groups.
I am willing to upgrade to enterprise BUT I'm not willing to unless I can get exactly what I'm looking for to work smoothly (and ideally test before committing to upgrade).
This was the closet solution I could find but it seemed that this did fulfill my requirement of it continuing to ring skill group 1 when it moves to skill group 2.
https://www.3cx.com/community/threa...h-multiple-client-at-the-same-priority.76174/
