Group Voicemail Impowerment Request (queue max time minimum change)

[SyncWave]

Although we don't have a full fledged group voicemail option with greeting and MWI etc, 3CX has made it clear that in there opinion the available workarounds are sufficient as it would be difficult to implement this change (something to that affect). It's also worth noting that when working with a client, it may not always be an option worth investing our time in to try and get them to setup email distribution groups when they don't know how, where to do such things, they lost the password years ago, or IT is swamped and somewhat unresponsive and we need to move forward with system design.

With that in mind, we have email blast options that don't allow us to set a custom greeting, it plays a system prompt (record_your_message.wav). Ok, so we can work around that by creating an additional queue with a "play intro prompt" that has "play full intro prompt before calling agents", change the record_your_message.wav to be a half second of silence, and set the MOH to empty. This would work well for creating a bunch of different customer mailbox groups but the only problem with that is that it still waits for destination if no answer maximum wait time to expire and that has a minimum of 15sec. If the system allowed us to set this value to zero, we'd be all set but it doesn't (I'd hope this is a simple feature change request). The other option is set the MOH to be the actual v-mail greeting but it has to be 15sec or longer and match the wait time to it so that it doesn't repeat part of the audio file or cut it off, and 15sec+ makes for a long vmail greeting message.

Thoughts for something more easily in grasp to get what we need? Sorry this can't be in the ideas section because bronze partners don't have permission to submit ideas or even post there.

 

[VoIPTools]

If you need an enhanced group voicemail box, I encourage you to take a look at our 3CX Voicemail Manager tool. Our solution uses a standard extension voicemail box so you have all the normal greeting options. Further, when a voicemail is received in the group box, this voicemail is propagated to all the group member's voicemail boxes and their MWI is turned on. When a group member listens to the voicemail, the MWI is turned off for the entire group.

We also offer automatic escalation. This means you can set how long a voicemail can be left unheard before it is escalated to a manager. You can set different escalation thresholds for different groups. For example, maybe you don't want sales voicemails to go unheard for more than 15 minutes, while support voicemails can wait 30 minutes..

How about adding an introduction to a voicemail before forwarding the voicemail to a colleague. We can do that too.

Archival, compression, tampering detection, conversion to MP3 (for broader support), listening from your browser, granular access based on permissions, reports, all handled by our tool.

 

[SyncWave]

All of our PBX instances (and most hosted systems we have) are ran on linux and that won't change anytime soon. This work around is so close to being viable, just a silly fat finger checker range value limitation that needs the lower end adjusted. There could be a note/warning saying no less than 15sec is recommended.

 

[SyncWave]

I upvoted this idea: https://www.3cx.com/community/threads/minimum-maximum-queue-wait-time.44674/

Can't post details to my upvote because bronze partners don't have permission to...

It would be sweet if we could edit these values on our own in the "3CX Phone System Parameters Table".

 

[SyncWave]

3CX, Am I correct in my assumption that this would be a fairly simple change not requiring SIP core changes etc? Having the ability to edit these values in the Settings > 3CX Phone System Parameters Table would solve a bunch of peoples problems from what I'm seeing in the Idea area and my current issue.

 

[VasilisV_3CX]

Hi @SyncWave,

You can create custom prompt sets which will allow you to make the message whatever you would like.

Have a look at our guide here: https://www.3cx.com/docs/localize-promptsets/

 

[SyncWave]

@VasilisV_3CX Thanks, I already edited the system prompt but that doesn't help with the issue I'm facing as described above.

@NickD_3CX Whats your thoughts?

 

[VoIPTools]

All of our PBX instances (and most hosted systems we have) are ran on linux and that won't change anytime soon. This work around is so close to being viable, just a silly fat finger checker range value limitation that needs the lower end adjusted. There could be a note/warning saying no less than 15sec is recommended.

We support both the Linx and Windows versions of 3CX

 

[SyncWave]

I was asked to rewrite my explanation of the issue so I'm not sure if this will help:

The Max Queue edit would be simple and easy to change recordings for, give me voicemail transcription in email, and dynamically (from the GUI vs CFD) be able define the members that get the email. With the setup in the screenshot, if possible, the caller would have to listen to the Play intro before calling agents. That works great and allows for dynamic lengths of recordings but then they have to wait after the recording for the timer to expire before hearing they get to leave a voicemail.
https://drive.google.com/file/d/1m2b4jhbckAQSEGOnVya0N1_BBut-SE6I/view?usp=sharing

By default the Group Email from 3CX won't let you have a custom recording for group email and when the max timer expires it plays the 3CX "record_your_message.wav" and a beep. If you edit that system recording to be a half second of silence you get a work around that plays a custom recording immediately followed by a beep and a full voicemail email blast with transcription.

The main problem is that I can't set the max wait time before going to the destination below 15sec so their is an awkward wait in silence after the play intro. If these timer thresholds could be changed in system parameters under settings, it would be great!

 

[VoIPTools]

Not to beat a dead horse, but our Group Voicemail uses a standard extension's voicemail box, so you have all the standard intro prompts possible with any other voicemail box.

 

[SyncWave]

Interesting find today. In version 16 you can enter [email protected], [email protected] in a standard extension/user email address field and it accepts the input and will email both email addresses. This is awesome for those dummy department extensions. In version 18 this is invalid input and you can't save more than one, and we fix that?

@NickD_3CX

 

[NickD_3CX]

Interesting find today. In version 16 you can enter [email protected], [email protected] in a standard extension/user email address field and it accepts the input and will email both email addresses. This is awesome for those dummy department extensions. In version 18 this is invalid input and you can't save more than one, and we fix that?

@NickD_3CX

Yes, that is true, but it had to be removed as there were some other features dependent on the email of an extension that would not work correctly if there are multiple email addresses there.

 

[SyncWave]

@NickD_3CX I would ask that you guys take a second look at this and see if this ability can remain intact. It maybe a bit of a surprise for your clients. Even some knowledge bases out there reference this feature currently and I didn't see features removed like this referenced in the v18 change log (that I can recall).

 

[NickD_3CX]

@NickD_3CX I would ask that you guys take a second look at this and see if this ability can remain intact. It maybe a bit of a surprise for your clients. Even some knowledge bases out there reference this feature currently and I didn't see features removed like this referenced in the v18 change log (that I can recall).

The knowledge base article you linked to is correct and continues to apply, I checked the part I think you're referring to and it says that you can have multiple admin email accounts. That will still be possible.

We shall take this recommendation under advisement about the email addresses in the Extensions, but can't make any promises.

To try and bring this thread back onto it's original track, regarding Group VMails, I think currently the best option is to try and make something using the Call Flow Designer. This should give the flexibility to use whatever prompt you want and add as many emails as you want.

Also, although I haven't tried it, you *could* experiment with possibly copying the .wav file and creating a XML file in the VMail directory of 3CX, that could also make MWI on IP Phones work and maybe even show up in the WebClients....

 

[SyncWave]

The knowledge base article you linked to is correct and continues to apply, I checked the part I think you're referring to and it says that you can have multiple admin email accounts. That will still be possible.

We shall take this recommendation under advisement about the email addresses in the Extensions, but can't make any promises.

To try and bring this thread back onto it's original track, regarding Group VMails, I think currently the best option is to try and make something using the Call Flow Designer. This should give the flexibility to use whatever prompt you want and add as many emails as you want.

Also, although I haven't tried it, you *could* experiment with possibly copying the .wav file and creating a XML file in the VMail directory of 3CX, that could also make MWI on IP Phones work and maybe even show up in the WebClients....

From what I have read so far, the current CFD has no provision for handling voicemail transcription to email like individual voicemail boxes get. It seems like a Rube Goldberg design to create this CFD that does all of this to get back the ability of ", [email protected]" in the address field (thus having a group voicemail box with its own greeting) well no MWI though.