Feature Request: Allow multiple calls for extensions on Ring Groups

[ben_itse]

Hi 3CX!

In an effort to keep improving the robust and amazing PBX you've created, here's a much needed feature request. We really need the ability to have an option on the Ring Group/Queue settings that allows us to select whether we would like for the system to skip a busy extension, or to allow a second call to come in.

We understand the thinking behind the current configuration, however, this does not work for all clients. Especially smaller offices with only a few receptionists answering the phones. Just something like this (in red):

 

[VoIPTools]

From 3CX's perspective, an agent can only handle one customer at a time, and that caller should get 100% of the agent's attention. Therefore, when you are already connected to a queue call, you will not receive any notification that there are other callers waiting. This makes some sense because it would be both distracting and annoying to constantly get notifications (beeps) every few seconds. But....

In reality, an agent might get caught up in a phone call talking about the previous night's football game, and be completely oblivious to the fact that there are other callers waiting. Having some form of notification that callers are waiting could be helpful. True, you could monitor your queues in the 3CX client application, but that requires the agent actively monitor the queues and they might not do it.

What we decided to do is add a new feature to our existing 3CX Queue Notifier tool. The new feature includes a client application that pops up notifications and optionally plays a tone when a new caller is added to a queue or ring group. Our client also provides the option for a one-time notification, or continue to send notifications every X seconds.