Configuring Call Queues

[KaterinaK_3CX]

Create call queues or ring groups to handle incoming calls as a team:

• “Ring Groups” route calls concurrently to multiple phones via virtual extensions.
• “Call Queues” allow calls to be queued. If all agents are busy, calls are kept waiting until an agent is available. The Call Queue feature is only available in StartUP PRO and dedicated instances running PRO and Enterprise editions.

Read the Guide.

 

[AndyJ]

Running 3CX Pro, I have a Call Queue that rings all extensions. But that annoys people that have set up their soft phone. Is there any way to have IP handsets ring for a call queue, but not the soft phone apps (the app only rings on transfer)?

 

[SweetAction]

Unfortunately not. However, you could set the apps to silent mode in the office (on Android, hamburger menu, silent).

You could hack this by having the apps and the desk phones use different extensions altogether (and could have a ring simultaneous on the app extension to ring the deskphone)

 

[AndyJ]

Thank you for your quick reply, and I know you cannot cater for every permutation. I had thought about the double extensions for each user. My other option was not having the user in the ring group but put a BLF for that ring group on their desk phone. Thanks again.

 

[SweetAction]

Thank you for your quick reply, and I know you cannot cater for every permutation. I had thought about the double extensions for each user. My other option was not having the user in the ring group but put a BLF for that ring group on their desk phone. Thanks again.

Note: I am not a 3CX staff member.

You can't put a BLF for a Ring Group, but you can make a dummy extension and ensure it's receiving calls, then do a BLF to that Dummy Extension.