Problem:
Excessive ringing of mobile app when at your desk
Description:
We have a client with a small team that works at an office, in the field, and from home. They use softphones at the desk and the mobile app elsewhere.
When a general call comes in we want everyone to be able to answer the call, except if they're out in the field. This would ring minimum two devices per person in the office, which can be somewhat chaotic depending on how many people are in the office. 99% inbound calls are general calls, not direct dials.
Inbound calls roughly follow this flow: Greeting -> Ring Group (everyone) ... short no answer limit... -> Queue (everyone) **there's a reason for this below
Our Solution:
We configured two statuses/forwarding rules for each user:
- Available: accept calls to ring groups
- Mobile (custom): do not accept calls to ring groups, log out from queues, accept push notifications
*each user is a static member of the only queue
When people were at their desk, whether at main office or home office, they didn't want both their computer and mobile device ringing at the same time. That's a lot of ringing even if there's only a few people in the office. If someone left the office, they would put their status on Mobile. That way general inbound calls wouldn't constantly spam their mobile, but they could still be reached in the field if they were direct dialed.
The problem with this is people would constantly forget to change their status. We developed some automation using windows task scheduler where the 3CX for Windows app would dial out to set the appropriate status on computer lock, login, unlock. This worked pretty well, but we're not sure how to accomplish this with 3CX Desktop App. Separate issue/conversation.
TL;DR
Everyone needs to be able to answer general inbound calls but they don't want their mobile apps ringing and vibrating all day while still needing mobile app to ring when not at the office.
The Sanity Check
I'm basically asking if there is a better way to handle this. In a perfect world we would make it so that the mobile app doesn't ring for ring groups or queues, or at least be able to contro that on the mobile app only. In an event perfecter world we would make it so that the mobile app doesn't ring if you're at your desk.
**Reason for inbound flow with group and queue... IVR greets briefly to give direct dial opportunity. Then they hear ringing while the ring group (everyone) is called. 10 seconds. If no answer, caller sent to queue with intro prompt that they can continue to wait for the next available rep or they can press a # to leave a voicemail for a call back. The queue callback function isn't efficient.
Excessive ringing of mobile app when at your desk
Description:
We have a client with a small team that works at an office, in the field, and from home. They use softphones at the desk and the mobile app elsewhere.
When a general call comes in we want everyone to be able to answer the call, except if they're out in the field. This would ring minimum two devices per person in the office, which can be somewhat chaotic depending on how many people are in the office. 99% inbound calls are general calls, not direct dials.
Inbound calls roughly follow this flow: Greeting -> Ring Group (everyone) ... short no answer limit... -> Queue (everyone) **there's a reason for this below
Our Solution:
We configured two statuses/forwarding rules for each user:
- Available: accept calls to ring groups
- Mobile (custom): do not accept calls to ring groups, log out from queues, accept push notifications
*each user is a static member of the only queue
When people were at their desk, whether at main office or home office, they didn't want both their computer and mobile device ringing at the same time. That's a lot of ringing even if there's only a few people in the office. If someone left the office, they would put their status on Mobile. That way general inbound calls wouldn't constantly spam their mobile, but they could still be reached in the field if they were direct dialed.
The problem with this is people would constantly forget to change their status. We developed some automation using windows task scheduler where the 3CX for Windows app would dial out to set the appropriate status on computer lock, login, unlock. This worked pretty well, but we're not sure how to accomplish this with 3CX Desktop App. Separate issue/conversation.
TL;DR
Everyone needs to be able to answer general inbound calls but they don't want their mobile apps ringing and vibrating all day while still needing mobile app to ring when not at the office.
The Sanity Check
I'm basically asking if there is a better way to handle this. In a perfect world we would make it so that the mobile app doesn't ring for ring groups or queues, or at least be able to contro that on the mobile app only. In an event perfecter world we would make it so that the mobile app doesn't ring if you're at your desk.
**Reason for inbound flow with group and queue... IVR greets briefly to give direct dial opportunity. Then they hear ringing while the ring group (everyone) is called. 10 seconds. If no answer, caller sent to queue with intro prompt that they can continue to wait for the next available rep or they can press a # to leave a voicemail for a call back. The queue callback function isn't efficient.
