Incoming call takes over when dialling out

[John Galvin]

Hi
If we're dialling out (Fanvil desk phone) and an incoming call comes in, it automatically takes over and becomes the active call, cancelling the outgoing call about to be placed.
Can this behaviour be changed so that the outgoing call can be placed, leaving someone else in the group to answer the incoming call?

TIA

 

[Saqqara]

I do not think changing this behaviour is possible.

As you are dialling, the phone is available for taking calls.

 

[leejor]

Because the set has not sent an Invite yet, 3CX still considers it idle. If there is a fix, it would have to be with the sets firmware recognizing the handset is off-hook when it receives an Invite from the PBX.

 

[AGB07]

Does anyone have a fix for this - we are having the same issue with a telesales department.

 

[JohnS_3CX]

If you use queues for incoming calls, you can set a higher wrap up time which will give the user some extra chance to make their call before they receive the next call. It's a good option to have if this fits into your workflow.