Different Hold music per extension/ring group.

[Derek Lechner]

I don't see an ability to do this, so I'm hoping a design request will be created.

Here is the business use case.

• We have multiple business units (company names) all under the same 3CX phone system.
• Some employees are a part of multiple business units.

What we want to accomplish.

• Different hold music depending on what business unit is called.
• Allow each extension to specify their specific hold music.

If a call is placed to business A, an employee from Business A answers the call, and places the customer on hold. The hold music that is assigned to the user is then played.
If a call is placed to business B, an employee from business B answers the call, and places the customer on hold. The hold music that is assigned to the user is then played.

In the above scenario, there is a different branding message that the business wants the customer to hear.

The only options we have are to play the system hold music, or randomly play one of the hold messages. Every time a specific extension puts a call on hold we want a specific message to play.
We are using Ring Groups, not call Queues. I know we can use call queues however that does not solve the problem as some calls are placed directly to the employees' DIDs.

 

[JohnS_3CX]

Hi Derek,

3CX is not a multi-tenant system, meaning it was not designed to have more than one company per PBX.

The MOH is global for the whole system, this cannot be changed per extension, only per PBX if you had a different instance for each company.

What can be changed is the MOH per queue if you were using queues, while the caller waits for their call to be picked up by an agent. After this, if they are put on hold they will hear global MOH.

 

[FS_Mathieu]

In a world where startups grow, collaborative place in city center with many companies in the same office/batiment, I don't see how tricky it is to add this feature

 

[Mark Jordan]

Hi Derek,

3CX is not a multi-tenant system, meaning it was not designed to have more than one company per PBX.

The MOH is global for the whole system, this cannot be changed per extension, only per PBX if you had a different instance for each company.

What can be changed is the MOH per queue if you were using queues, while the caller waits for their call to be picked up by an agent. After this, if they are put on hold they will hear global MOH.

Hi John

What about a single business that has multiple divisions/locations that might want to promote different things to callers on hold?

an example i have is a Pub/Hotel/Liquor business

Admin/Head Office - 5 Users
Site 1 - 9 Users
Site 2 - 4 Users
Site 3 - 3 Users

It should be quite a simple thing to implement without us needed 4 separate instances for the once business

 

[JohnS_3CX]

Hi Mark,

Currently, this is not possible. If the separate Global MOH is vital to the business then you will have to get separate licenses, otherwise you can use a generic global MOH, and custom MOH for separate queues in order to do everything on a single license.

You can upvote this in the Ideas section as someone has already posted it https://www.3cx.com/community/threads/unique-music-on-hold-for-queues.63136/

 

[ECOM GROUP (Mauritius)]

I don't see an ability to do this, so I'm hoping a design request will be created.

Here is the business use case.

• We have multiple business units (company names) all under the same 3CX phone system.
• Some employees are a part of multiple business units.

What we want to accomplish.

• Different hold music depending on what business unit is called.
• Allow each extension to specify their specific hold music.

If a call is placed to business A, an employee from Business A answers the call, and places the customer on hold. The hold music that is assigned to the user is then played.
If a call is placed to business B, an employee from business B answers the call, and places the customer on hold. The hold music that is assigned to the user is then played.

In the above scenario, there is a different branding message that the business wants the customer to hear.

The only options we have are to play the system hold music, or randomly play one of the hold messages. Every time a specific extension puts a call on hold we want a specific message to play.
We are using Ring Groups, not call Queues. I know we can use call queues however that does not solve the problem as some calls are placed directly to the employees' DIDs.

It's been years and several i have requested such features here, but 3cx never found any interest in it. They don't realize that such feature attract super large enterprise who want all under one roof instead of having different installation. I remember a large enterprise have requested such scenario for their building with a min of 256SC as they are a group of companies with different brand, but all their IT, sever etc managed by a single team. We had no choice to refuse such big client. they they had to move for other pbx provider whom they have been able to achieve these feature.

I hope 3CX will add such features soon. and yes you have well described it. specially from queue to hold and resume where it take the global MOH.

 

[CCSIUS]

When is the multi-tenant version of 3CX coming out? I was told toward the end of the year...

 

[JohnS_3CX]

When is the multi-tenant version of 3CX coming out? I was told toward the end of the year...

I would not take that for fact if was you