Intercept calls from the Windows app

[David_K]

Hello

Starting to use again the v20 Windows app, can't find how to intercept calls.
I can see the BLF, but when I click on it, it calls the extension instead of intercepting it.

 

[JoelMartínez]

Hello David,

If your extension and the ringing extension are in the same department, you can dial *20* to pickup the ringing extension. That's the way.

https://www.3cx.com/docs/pbx-dial-codes/

regards,
Joel.

 

[David_K]

Hello David,

If your extension and the ringing extension are in the same department, you can dial *20* to pickup the ringing extension. That's the way.

https://www.3cx.com/docs/pbx-dial-codes/

regards,
Joel.

Is that the only way? No equivalent of pressing a BLF on a deskphone?
The time we dial *20*+extension, the call is already lost

 

[ThomB_3CX]

@David_K Thanks for your feedback.

Can you check what is the behavriour compared to iOS.
One reason is that you might not have the necessary priviledges to pick up that call.

Also there were some fixes for BLF in the Beta. Can you try it out there please?
Link provided: https://apps.microsoft.com/detail/9NL6L9SQ8XBB?hl=en&gl=CY&ocid=pdpshare

 

[David_K]

@David_K Thanks for your feedback.

Can you check what is the behavriour compared to iOS.
One reason is that you might not have the necessary priviledges to pick up that call.

Also there were some fixes for BLF in the Beta. Can you try it out there please?
Link provided: https://apps.microsoft.com/detail/9NL6L9SQ8XBB?hl=en&gl=CY&ocid=pdpshare

Thanks @ThomB_3CX

It seems that with the new beta version of the Windows app v20.0.746.0, it's working like on a deskphone. Means when I click on a red blinking BLF, I can intercept the call.

 

[positron]

In my tests, Windows app 20.0.746.0 only allows call pickup using BLF buttons if the user picking up also has "operations" enabled in View. If they use the *20* pickup option, it works fine without having to assign "operations" permission. Assigning "operations" permission grants the ability to interfere with other users' active calls which is not desirable.

I tested the call pickup using the new BLF option on the recently updated Android app (20.3.0.27). It works without requiring "operations" and you see *20*<extension> appear on the display briefly when answering.

BLF call pickup for desk phones also works fine without "operations" as it is programmed to use *20* for pickup.

Pressing BLF on Windows 20.0.746 (with "operations" enabled) seems to act more like a divert request which causes the call to ring at your extension instead of a direct pickup. Even with "operations" permission, this requires two clicks for pickup instead of one: one click of BLF flashing red to divert the call to ring at your phone, then another click to answer the call.

 

[ThomB_3CX]

@positron yes you are correct with regards to softphone. This is currently a limitation and will be improved on in upcoming builds