Dual active extentions in one softphone client

[Johny99]

Is it possible to have two extensions active on one softphone client? The scenario I have is in a retail environment (think Lowes or Home Depot) where there is a rotation of "Duty Managers" for parts of the day, seven days a week. Before moving to 3CX, there was a separate (very old school) Duty Manager's phone in the form of a small cordless DECT telephone that was handed around to the on- duty Duty Manager . Each of these managers has their own extension on a softphone; however, is there a simpler solution? Is it possible to create a single extension "Duty Manager" and then register this extension as a second extension on each of the pool of Duty Managers' softphones (eight in total), with all but the on-duty person sitting on DND? Or is hunt group better? The question still remains if there is a softphone out there capable of running two active accounts side by side simultaneously.

 

[CXBridge Ops]

Hi @Johny99

It is not possible to have two or more extensions active at the same time on the same softphone. You can register multiple extensions and switch between them, but only one extension can be active at a time.

My suggestion is that, if agents are sharing the same softphone, they manually switch extensions with a single click whenever needed.

However, from a security and operational standpoint, I strongly recommend that each user has their own softphone account. This helps prevent agents from accidentally or intentionally accessing another user’s account, viewing their chats, using their call history, or placing calls under someone else’s identity. It also makes it easier to track activity, maintain accountability, and protect customer information.

 

[SteveITS]

SMB currently has queues but as I understand it that will change to match the Free features. With a queue they could log themselves in/out.