Intercom/Auto Answer

[SteveMat11]

I see there are a few people asking about this functionality but nothing recent. I just installed 3CX w Yealink phones in my home. I set BLF for each room to use as an intercom as I had on my previous FreePBX system. Unfortunately, the phone rings and doesn't auto answer. In the individual phone settings there is an option to turn auto answer on. Once I set that to on, all calls whether internal or external now automatically answer. Has this been resolved? If so, what is the best way to set this up so that by pressing a BLF, the phone being called automatically answers?

 

[Evolute IT]

I see there are a few people asking about this functionality but nothing recent. I just installed 3CX w Yealink phones in my home. I set BLF for each room to use as an intercom as I had on my previous FreePBX system. Unfortunately, the phone rings and doesn't auto answer. In the individual phone settings there is an option to turn auto answer on. Once I set that to on, all calls whether internal or external now automatically answer. Has this been resolved? If so, what is the best way to set this up so that by pressing a BLF, the phone being called automatically answers?

Use Intercom with speed dials instead of BLF.

 

[JohnS_3CX]

Hello,

Avoid changing settings in the phones manually, please factory reset and then reprovision them to clear any manual changes. Ensure they are using the firmware that 3CX provides if not already done so.

You now need three main things:

1. The extensions that will use the intercom feature, need to have the right "Can Intercom" enabled under their "Rights" tab

2. You need to have a Paging dial code defined under your main 3CX Settings > Dial Codes > Paging - for example type *11

3. Before you provision your phone, edit the BLFs tab and add a custom speed dial for each intercom you wanna have. For example to intercom towards extension 200 you would type *11200

And now, when the phone is provisioned, it will have keys for each destination you want, and a single press of the button should make an intercom call to them.

 

[SteveMat11]

Hello,

Avoid changing settings in the phones manually, please factory reset and then reprovision them to clear any manual changes. Ensure they are using the firmware that 3CX provides if not already done so.

You now need three main things:

1. The extensions that will use the intercom feature, need to have the right "Can Intercom" enabled under their "Rights" tab

2. You need to have a Paging dial code defined under your main 3CX Settings > Dial Codes > Paging - for example type *11

3. Before you provision your phone, edit the BLFs tab and add a custom speed dial for each intercom you wanna have. For example to intercom towards extension 200 you would type *11200

And now, when the phone is provisioned, it will have keys for each destination you want, and a single press of the button should make an intercom call to them.

Will the BLF lamps be red when an extension is then busy or am I removing that functionality by switching them to custom speed dial?

 

[Evolute IT]

Will the BLF lamps be red when an extension is then busy or am I removing that functionality by switching them to custom speed dial?

Yes and yes.

 

[JohnS_3CX]

You would be removing the "BLF" functionality so the light will no longer inform you if the extension is busy.

Speed Dials do not monitor the call state unfortunately.

I do not know of any way that you can have both functions at the same time.

 

[SteveITS]

I do not know of any way that you can have both functions at the same time

Use two buttons?

 

[bdoviack]

Any updates if hands-free intercom answer will ever be implanted? This is one feature we use daily on our ShoreTel system and were hoping it would be on 3CX too.

Example 1: Automotive Body Shop
Customer "Will my car be ready by 5?", Receptionist presses hands-free intercom "Bob, will the car by ready by 5?". The mechanic whose arms are deep in a customers transmission full of oil and grease, shout's back "Yes, it'll be ready". All done without the mechanic touching the phone.

Example 2. Busy Restaurant Kitchen:
Front girl at desk presses hands-free intercom. "Hey, I've got a customer here waiting for their cake. Is it almost ready?" Cook whose hands are full carrying a cake, "Yes, it'll be ready in 5 minutes".

Not sure why a situation like this cannot be handled in 3CX. This is the one feature holding us back from migrating.

 

[SteveMat11]

I use would use this exact feature in my home. No one sits by a phone in my home as we're not in an office environment. I'm looking for functionality similar to the old Panasonic key systems. I've tried making a BLF button using custom speed dial *70 labeling it "intercom." However, when you press the button it no longer will let you make another input (such as touching another BLF for an extension). I haven't figured out why this feature is not yet available.

 

[JohnS_3CX]

Any updates if hands-free intercom answer will ever be implanted? This is one feature we use daily on our ShoreTel system and were hoping it would be on 3CX too.

Example 1: Automotive Body Shop
Customer "Will my car be ready by 5?", Receptionist presses hands-free intercom "Bob, will the car by ready by 5?". The mechanic whose arms are deep in a customers transmission full of oil and grease, shout's back "Yes, it'll be ready". All done without the mechanic touching the phone.

Example 2. Busy Restaurant Kitchen:
Front girl at desk presses hands-free intercom. "Hey, I've got a customer here waiting for their cake. Is it almost ready?" Cook whose hands are full carrying a cake, "Yes, it'll be ready in 5 minutes".

Not sure why a situation like this cannot be handled in 3CX. This is the one feature holding us back from migrating.

You mean this? https://www.3cx.com/docs/manual/ring-groups-paging-intercom/#h.7y3bt8n9r63v

 

[bdoviack]

You mean this? https://www.3cx.com/docs/manual/ring-groups-paging-intercom/#h.7y3bt8n9r63v

That is a partial solution but not sure if the BLF keys would then work as designed. We often initiate calls by doing a hand's free intercom so would be great to see the status of the calls instead of only being able to intercom (with the same button). I'm referencing your message a few posts back:

"You would be removing the "BLF" functionality so the light will no longer inform you if the extension is busy. Speed Dials do not monitor the call state unfortunately."

Was hoping this feature could be added as our Panasonic and ShoreTel systems have had it for years/decade(s)

 

[JohnS_3CX]

Unfortunately no then in this case, otherwise the key cannot be used as intended.
The SpeedDial-type method I suggested was just to manually make favorites for intercom calls.

Normally the BLF-type buttons are programmed to either call the destination or pickup the call of that destination, while monitoring call-status. We do not offer 3rd mode that monitors call state and also does intercom all in one. for that you would have to create two separate keys I'm afraid.

 

[bdoviack]

Unfortunately no then in this case, otherwise the key cannot be used as intended.
The SpeedDial-type method I suggested was just to manually make favorites for intercom calls.

Normally the BLF-type buttons are programmed to either call the destination or pickup the call of that destination, while monitoring call-status. We do not offer 3rd mode that monitors call state and also does intercom all in one. for that you would have to create two separate keys I'm afraid.

Appreciate the quick response.

Is there a "Wish List" somewhere on the 3CX website where we can submit these types of enhancements. Saw a few forum threads but they didn't fit the general 3CX enhancements category (and we're specific to cell phone apps, etc.)

 

[JohnS_3CX]

We do have the 3CX Ideas section, but currently it restricted to Gold partners and above (for posting new ideas).
https://www.3cx.com/community/forums/3cx-ideas/

You can have a look through the sections to see if it has already been posted and upvote (any forum member can upvote).

Alternatively, you could build custom templates to change the behavior, if the phones themselves actually allow it.

 

[bdoviack]

We do have the 3CX Ideas section, but currently it restricted to Gold partners and above (for posting new ideas).
https://www.3cx.com/community/forums/3cx-ideas/

You can have a look through the sections to see if it has already been posted and upvote (any forum member can upvote).

Alternatively, you could build custom templates to change the behavior, if the phones themselves actually allow it.

Thanks for the tips,

When you mention custom templates, is that a feature of 3CX or the phone themselves? For reference, we are testing out some Yealink 5 series phones.

 

[JohnS_3CX]

The templates are only used to configure the phone (ie. 3CX gives a settings file to the phone)

If the phone does not support the features you want then it won't be doable at all.

 

[bdoviack]

Hi John,

If we enable this feature in Yealink, could it then work as a hands-free intercom button and have the BLF key work too. Would 3CX override or prevent any of this functionality? (link below)

https://support.yealink.com/en/portal/knowledge/show?id=597946838f6d58f5150fd360

Thanks again

 

[JohnS_3CX]

No idea, so you would have to do your own research and testing. You should consider this type of setup to be unsupported by 3CX.

Just keep in mind that this may cause undesired behavior on your system, as we haven't tested it and don't know how it will react / interact with 3CX.

 

[SteveMat11]

Can someone suggest this to 3CX who is able to (Gold and above)? Im trying to achieve the same functionality and would rather not program the phones directly. It's very frustrating.

 

[groupkim]

Any new updates or solutions to this? This is my most requested feature by my clients. My clients can't understand how a new system can't do something their 20-year-old Avaya system can do. I have competitors installing Panasonic KXTDA systems just because of this feature.