Hi, I wonder if anyone can spot a thing here for me to try. I've got a client who has been using a pretty classic 3cx setup for nearly a year now. More or less most things work as desired-expected. (ie, they can transfer calls from one handset to another, inbound call flow works as expected for IVR / etc).
One thing that is a thorn in my side I can't figure out. Is some kind of functional workflow to allow them to 'park' a call and then retrieve it at another handset.
So the desired 'workflow' would be something like
-- client phones main office number, hits IVR, selects desired person (JACK) to talk with
-- Jack picks up his handset, speaks with client for a minute. He realizes that they need to go talk to JILL to resolve the problem. Jack knows that Jill is not at her desk right now, but is in the meeting room next door.
-- Jack PARKS the client call. Walks up to find Jill. Tells her about what is going on. Then they both walk over to Jills cubicle, and then UN_PARK the call and Jill talks to the client.
I found a thread in the forums here,
Parking, Shared Parking, and Grandstream Phones | 3CX - Software Based VoIP IP PBX / PABX
which discusses this stuff.
and other discussions for example,
GXP2200 issues with parking | 3CX - Software Based VoIP IP PBX / PABX
Right now I thought? the most simple reliable method would be to try to use the 'global park' key sequence method, and that does not appear to work.
ie, from the first link above I was attempting this:
--paste--
on the first desk phone that is talking to client.
park a call by pressing "Transfer * 0 0". (you can hang up when done this step)
then, on any handset - same one or different one:
pick the call back up by coming 'off hook', and then pressing "Transfer * 1 0 Send".
OR
I can pick the call back up by coming off hook, and then pressing "Transfer * 1 0" and then waiting for the 'dial timer' to expire (set to 3 seconds).
--endpaste--
On my testing, what appears to happen:
-- call is parked, the client-caller hears a little "beep-beep" briefly. Then after 2 seconds I think the call is dropped / hung up.
-- and then it can't be un-parked, because it is dead-gone.
Based on other threads, it seems that config of the SIP TRUNK to my Voip Provider may be important. And-or that settings for handsets also might be important.
Specifically, in the main 3cx sip trunk config,
-- I've got "PBX delivers Audio" enabled
-- RE_INVITE and REPLACE are NOT Ticked "as supported."
And in the telephone handset configuration,
-- Delivers audio is NOT ticked
-- RE_INVITE and REPLACE are BOTH TICKED as SUPPORTED
I have the impression this 'should' work.
But alas.
Other context pieces:
- 3cx is running on a VM 'in the cloud'. It was deployed via "PBX Express Deployment" - is a stock deploy
- it is latest / version 16.0.7.930 / and gets updates regularly
- there is a physical SBC machine at the client office which facilitates easy 'gateway and deployment' for grandstream handsets to communicate with the cloud 3cx host.
- handsets are all 'supported' models and have current-latest 3cx firmware installed
- no weird customization of handsets has been done, they were deployed via normal SBC-onsite-method with auto-discover-auto-provision. (ie, I make config changes in 3cx, and then when handset is rebooted it pulls the config cleanly - ie I've got BLF buttons programmed on the handsets for example and those work as intended).
If there is some other 'easier' way to get the desired workflow, and suggestions are totally welcome.
ie, if there is a good-easy-reliable way to let them PARK a call.
go talk with someone.
and then RETRIEVE the parked call reliably. from any/other handset in the system.
... That would be just lovely.
Right now it just appears to dump the call instead of parking it cleanly with the method I am trying.
MANY thanks for any help / pointers.
Tim
One thing that is a thorn in my side I can't figure out. Is some kind of functional workflow to allow them to 'park' a call and then retrieve it at another handset.
So the desired 'workflow' would be something like
-- client phones main office number, hits IVR, selects desired person (JACK) to talk with
-- Jack picks up his handset, speaks with client for a minute. He realizes that they need to go talk to JILL to resolve the problem. Jack knows that Jill is not at her desk right now, but is in the meeting room next door.
-- Jack PARKS the client call. Walks up to find Jill. Tells her about what is going on. Then they both walk over to Jills cubicle, and then UN_PARK the call and Jill talks to the client.
I found a thread in the forums here,
Parking, Shared Parking, and Grandstream Phones | 3CX - Software Based VoIP IP PBX / PABX
which discusses this stuff.
and other discussions for example,
GXP2200 issues with parking | 3CX - Software Based VoIP IP PBX / PABX
Right now I thought? the most simple reliable method would be to try to use the 'global park' key sequence method, and that does not appear to work.
ie, from the first link above I was attempting this:
--paste--
on the first desk phone that is talking to client.
park a call by pressing "Transfer * 0 0". (you can hang up when done this step)
then, on any handset - same one or different one:
pick the call back up by coming 'off hook', and then pressing "Transfer * 1 0 Send".
OR
I can pick the call back up by coming off hook, and then pressing "Transfer * 1 0" and then waiting for the 'dial timer' to expire (set to 3 seconds).
--endpaste--
On my testing, what appears to happen:
-- call is parked, the client-caller hears a little "beep-beep" briefly. Then after 2 seconds I think the call is dropped / hung up.
-- and then it can't be un-parked, because it is dead-gone.
Based on other threads, it seems that config of the SIP TRUNK to my Voip Provider may be important. And-or that settings for handsets also might be important.
Specifically, in the main 3cx sip trunk config,
-- I've got "PBX delivers Audio" enabled
-- RE_INVITE and REPLACE are NOT Ticked "as supported."
And in the telephone handset configuration,
-- Delivers audio is NOT ticked
-- RE_INVITE and REPLACE are BOTH TICKED as SUPPORTED
I have the impression this 'should' work.
But alas.
Other context pieces:
- 3cx is running on a VM 'in the cloud'. It was deployed via "PBX Express Deployment" - is a stock deploy
- it is latest / version 16.0.7.930 / and gets updates regularly
- there is a physical SBC machine at the client office which facilitates easy 'gateway and deployment' for grandstream handsets to communicate with the cloud 3cx host.
- handsets are all 'supported' models and have current-latest 3cx firmware installed
- no weird customization of handsets has been done, they were deployed via normal SBC-onsite-method with auto-discover-auto-provision. (ie, I make config changes in 3cx, and then when handset is rebooted it pulls the config cleanly - ie I've got BLF buttons programmed on the handsets for example and those work as intended).
If there is some other 'easier' way to get the desired workflow, and suggestions are totally welcome.
ie, if there is a good-easy-reliable way to let them PARK a call.
go talk with someone.
and then RETRIEVE the parked call reliably. from any/other handset in the system.
... That would be just lovely.
Right now it just appears to dump the call instead of parking it cleanly with the method I am trying.
MANY thanks for any help / pointers.
Tim
