I have problem in the 3CX

[ABC_taxi]

Good day
my company was using a call back system named OKTELL but unfortunately its stop working now i install 3CX on my server and i want be able to configure it as fallow:
1- i want when a customer call any of the company phone number the system hang up and then return call him back.
2- when the customer call is incoming back it should be ring on all the computer in the call center (i have now 4 computer).
3- i want be able to call the customer phone number from any computer.
note:
i have setup Extensions on google chrome.
i can recive the call on only one Extensions i want be able to accept the call on all the 4 Extensions.
i really appreciate your help on this problem.
thank you in advance.

 

[cobaltit]

To accept the call on all 4 extensions you would want to setup a ring group or queue. If you are going to try to set this up without a partner I recommend reviewing the training courses/videos:

https://www.3cx.com/3cxacademy/videos/

 

[VoIPTools]

If you want to instantly, automatically call back the customer, you will have to do some automation. 3CX can create a CDR file, one for each call. These CDR files contain all the information you need to place a call back. You would then need a CFD application that monitors for the CDR files, parses the files, and invokes the call back between the external party and the ring group or queue. Keep in mind this requires the Pro version of 3CX. It is not possible to do with the standard (free) version of 3CX unless you do this with the 3CX Call Control API. Also, note that if you restart your 3CX server, you will have to remember to start the CFD application too.

 

[ABC_taxi]

To accept the call on all 4 extensions you would want to setup a ring group or queue. If you are going to try to set this up without a partner I recommend reviewing the training courses/videos:

https://www.3cx.com/3cxacademy/videos/

Thank you so much for your reply, but when i did the group there is problem that when i answer a call i cant answer any other call.

 

[leejor]

If one member of a ring group is engaged, that member will not be able to receive another ring group call. That is the "normal" behavior. In the past there have been a number of posts on attempts to get around this, if you do a search on the forum. It usually involves modifying the device to allow a second line appearance, then some non-recommend parameter changes, that may cause issues.

 

[ABC_taxi]

If one member of a ring group is engaged, that member will not be able to receive another ring group call. That is the "normal" behavior. In the past there have been a number of posts on attempts to get around this, if you do a search on the forum. It usually involves modifying the device to allow a second line appearance, then some non-recommend parameter changes, that may cause issues.

this fine, i do not want that member receive a call when he is already on a call with a customer but if that member have a call the other members can receive a 2nd call but the member with a call it but the customer on a waiting or hold until the 2nd call finished, i can not receive a multiple calls at the same time in the 4 Extensions.

 

[VasilisV_3CX]

Hi @ABC_taxi,

You may want to use Call Queues in this case.

 

[leejor]

this fine, i do not want that member receive a call when he is already on a call with a customer but if that member have a call the other members can receive a 2nd call but the member with a call it but the customer on a waiting or hold until the 2nd call finished, i can not receive a multiple calls at the same time in the 4 Extensions.

Your first sentence would seem to contradict the last one. I may still be unclear on what you are expecting to be able to do.

A Queue is a better choice if there are not enough people to answer all of the incoming calls, and calls are going unanswered. However, if you have a ring group with 4 members, and all 4 are near their phones, then any calls to the ring group will continue to ring the members until all are four sets are engaged. Any additional calls can be sent to another destination.

This also assumes that you have at least 4 incoming trunks, and a 3CX licence to support up to four, or more, simultaneous calls.

 

[ABC_taxi]

Hi @ABC_taxi,

You may want to use Call Queues in this case.

thank you for your reply, could you pleas let me know how i can do Call Queue

 

[ABC_taxi]

Your first sentence would seem to contradict the last one. I may still be unclear on what you are expecting to be able to do.

A Queue is a better choice if there are not enough people to answer all of the incoming calls, and calls are going unanswered. However, if you have a ring group with 4 members, and all 4 are near their phones, then any calls to the ring group will continue to ring the members until all are four sets are engaged. Any additional calls can be sent to another destination.

This also assumes that you have at least 4 incoming trunks, and a 3CX licence to support up to four, or more, simultaneous calls.

thank you for your reply
i want to receive a multiple calls at the same time in the 4 Extensions. without putting Previous call on waiting.

 

[leejor]

Even if you added a second line appearance, on the sets, whether that is another extension number, also in the ring group, or a duplicate of the main extension number, the set will not receive a second ring group call, same with call waiting. Adding the second line appearance will make the set no longer 3CX supported, if you have reason to submit a trouble ticket, but it can be done, on many sets, either manually, or by modifying the template.

i want to receive a multiple calls at the same time in the 4 Extensions. without putting Previous call on waiting.

I assume you mean that you don't want to put the first call on hold to take a second one. Unfortunately, this would be the only way to take a second call. And as I said earlier, normally 3CX will not send a second ring group call to a set that is engaged.

If people are ending calls, in the hopes of answering a new ring group call, that they can hear ringing on other sets, then you can send any unanswered calls, to a second ring group, made up of the same extensions. Any sets that were not previously isle, will now ring.

 

[ABC_taxi]

Even if you added a second line appearance, on the sets, whether that is another extension number, also in the ring group, or a duplicate of the main extension number, the set will not receive a second ring group call, same with call waiting. Adding the second line appearance will make the set no longer 3CX supported, if you have reason to submit a trouble ticket, but it can be done, on many sets, either manually, or by modifying the template.



I assume you mean that you don't want to put the first call on hold to take a second one. Unfortunately, this would be the only way to take a second call. And as I said earlier, normally 3CX will not send a second ring group call to a set that is engaged.

If people are ending calls, in the hopes of answering a new ring group call, that they can hear ringing on other sets, then you can send any unanswered calls, to a second ring group, made up of the same extensions. Any sets that were not previously isle, will now ring.

thank you, i did delete all the group and i create new one and it worked with only 2 Extensions.
but the Extensions can not call outside number is there any solution for this problem

 

[leejor]

That is going to be a completely new issue.
Are other extensions able to call outside? Were these extensions able to call outside previously? If so, then there may be some restrictions, either in the extension settings, or in the outbound rules. If you check the 3CX Activity Log, for a failed call, there should be a clue as to why the call is not going through. Are there enough outside trunks, incorrect number being dialled/sent, incorrect caller ID being sent, or some other reason.

 

[ABC_taxi]

That is going to be a completely new issue.
Are other extensions able to call outside? Were these extensions able to call outside previously? If so, then there may be some restrictions, either in the extension settings, or in the outbound rules. If you check the 3CX Activity Log, for a failed call, there should be a clue as to why the call is not going through. Are there enough outside trunks, incorrect number being dialled/sent, incorrect caller ID being sent, or some other reason.

thank you so much for your reply, kindly be informed that i wanted to create new rule for the outside call.