Solved Door Bell ring even if on the phone

[kseba77]

Is there a way to have a call coming from a door bell ring even if the extension is already on an active call?
We are using ring groups for the calls and because the receptionist extension is already on a call the door does not ring at all.
I wish I could have a separate button on the phone just for the doors but I do not think 3cx supports that.

s

 

[leejor]

Ring group calls won't work with call waiting. There actually is a way (search the forum) , but it is not a method that 3CX endorses, as it can cause other issues. You can add a second line appearance to the set (modify the template, or manually), but, it will make the set unsupported. If you had an issue, and had to open a ticket, you'd have to revert to the default template.

 

[ChrisC_3CX]

If it's only one extension that needs to be able to receive that second call you could:

1. Make sure that extension has "Accept multiple calls" enabled under "Extensions/Users >> Edit >> forwarding Rules".
2. Set the Ring Group's destination if no answer to send calls directly to that extension.

By doing the above, the second call to the Ring Group will be routed directly to the extension hence allowing it to actually ring as is allowed for direct calls.

 

[kseba77]

If it's only one extension that needs to be able to receive that second call you could:

1. Make sure that extension has "Accept multiple calls" enabled under "Extensions/Users >> Edit >> forwarding Rules".
2. Set the Ring Group's destination if no answer to send calls directly to that extension.

By doing the above, the second call to the Ring Group will be routed directly to the extension hence allowing it to actually ring as is allowed for direct calls.

Unfortunately it's a group of extensions. I think I will have to test what @leejor mentioned above but I wish a configuration like this was supported by 3cx.

 

[ChrisC_3CX]

Unfortunately it's a group of extensions. I think I will have to test what @leejor mentioned above but I wish a configuration like this was supported by 3cx.

To avoid implementing an unsupported configuration you could opt for using a Call Queue instead. Agents would have to also use the 3CX App so that they can see if additional calls are waiting in the Call Queue and hence act accordingly.

They could for instance keep an eye on the 3CX App Switchboard for additional calls and then park them to a Share Parking spot which is also configured on their IP Phone so that they can pick the call up from there.

 

[kseba77]

To avoid implementing an unsupported configuration you could opt for using a Call Queue instead. Agents would have to also use the 3CX App so that they can see if additional calls are waiting in the Call Queue and hence act accordingly.

They could for instance keep an eye on the 3CX App Switchboard for additional calls and then park them to a Share Parking spot which is also configured on their IP Phone so that they can pick the call up from there.

yes, but the issue is most of the people who would have to open the door do not use the Queue at all and still prefer to use desk IP phones.

 

[ChrisC_3CX]

yes, but the issue is most of the people who would have to open the door do not use the Queue at all and still prefer to use desk IP phones.

Do you mean they don't use the 3CX Apps(Webclient/Windows App)? If yes, I'm not saying that you should replace the IP Phone with the 3CX App but rather, use them in tandem.

 

[kseba77]

Do you mean they don't use the 3CX Apps(Webclient/Windows App)? If yes, I'm not saying that you should replace the IP Phone with the 3CX App but rather, use them in tandem.

We do have the app and I personally do use it but most of our users do not. It is also easier for them to use the physical phone for the doors. Call comes in they press one button and see the person on video and are able to open the door with yet just one more button press. No need to "distract" from anything they are working on the computer.

 

[ChrisC_3CX]

In that case, as mentioned earlier my recommendation would be to test using Call Queues instead. This will have additional calls wait in the queue rather than ring the extensions but at least they won't lost the call and you'll maintain a 3CX Supported configuration.