Group Overflows & Missed Call Notifications

[Dan_TD]

I have a customer that needs inbound calls to flow like this;

Inbound call > IVR > Ring Group (2 members) 10 secs > Ring Group (7 members including original 2) 10 secs > Call Queue (same 7 agents as last group)

Currently when calls overflow after 10 seconds, the members of the ring group it has overflowed from get missed call notifications, even though their extensions continue to ring as they are part of the next group.

This seems like a simple task as most other PBX and hosted systems I have worked with can do this kind of thing without flagging up missed calls.

Does anybody have any idea how to achieve this with 3CX? Or is it flat out impossible?

 

[JohnS_3CX]

Hi Dan,

It doesn't matter if you are a member of both ring groups.

If ring group A missed a call then all the members will get a notification.

If ring group B also missed a call, you will also get a notification for that group.

So as you see this goes per group, not per member extension and hence it will not be possible to avoid.

Queues on the other hand are a different story. You will not get a missed call on your phone and any calls that are left unanswered from queues will show up in your reports, webclient and windows client as "Abandoned" (not Missed)


Learn more here: https://www.3cx.com/3cxacademy/videos/advanced/

 

[Dan_TD]

Hi John

If I do it as a queues, I would still have to overflow to 2 other queues which means 2 abandonded calls instead of 2 missed calls, so pretty much the same problem. How then are they supposed to identify true missed or abandoned calls?

Being able to select delayed ringing on individual extensions in groups and queues would resolve this problem, however i don't see any option for that unless you can point me in the right direction?

Adding an option to overflow from a group (without missed call notifications) seems like a good idea so people have the choice rather than just saying 'it is working as designed'. To me, the design seems flawed in this scenario. I have done this multiple times with other PBX's so dont see why it cant be done, customers will ask for overflows a lot.

Thanks

 

[JohnS_3CX]

Hi Danm

I'm not sure if you are trying to simulate the function of another system VS using the methods this system provides so I would ask differently then: what is the actual end goal you want to achieve (if we were to ignore the method of implementing it and only speak in abstract terms) ?

For example, do you want a customer to call a support line and just wait to be served by an agent? Basically, what problem are we looking a solution for

 

[Dan_TD]

Hi John

So many customers ask for calls to overflow after a certain amount of time to other extensions. Usually this would be done by using delayed ringing in the same ring group, or overflow to a second ring group. With 3CX this seems impossible without getting missed call notifications from the 1st group, even though the overflowed calls are not techincally missed calls (or abandoned if using groups).

The customer wants calls to flow as I oringially described but is complaining that they cannot differentiate between overflowed missed calls or genuine missed calls.

Does that make sense?

Thanks