Inbound Call Handling

[CMITS_Tom]

I have a client with two main office staff. So far we have a ring group with the two phones...
Reception answers 99% of calls, with admin answering overflow. The issue is that right now we have a ring group with the two extensions setup, but if reception is on a call, she wants to see call waiting and have ability to answer the call, but it doesn't show, instead it goes to ring at admin phone.

Should we change inbound calls to always hit reception? (303) and how do we setup admin (308) to accept 'overflow'?

Ideal situation:

All inbound calls to 303, but show in 308 (with option to pickup as required).

 

[leejor]

This has been an issue for a long while. To create a second extension, on a set, requires that the template be modified, which means it is no longer "officially" supported. In addition, by default, even if that second extension were a part of the same ring group, calls still won't ring, if the other extension, on the set, is engaged.

One of many posts, on the subject...
https://www.3cx.com/community/threads/ring-group-or-call-queue-ring-even-if-busy-option.73415/

What you might consider, is the use of a queue, instead. This way, if the receptionist were already engaged, they would not have to put the first caller on hold, to take the second call. Calls would be presented to any agent logged in, as they became free.