Solved Internal calls - Ring again or Call back

[carmen.leroux]

I recently migrated a client from a Mitel PBX system to 3CX.

On Mitel, they had a call back feature enabled that works as follows. When you dial an internal extension and the extension is busy, the caller will receive a notification to let them know when the destination extension is available again or even dial the destination automatically when available. The client seems to be a bit confused to how it exactly worked but below is a description found on a Mitel forum.

This is how Mitel describes this feature:
A Call Back is another tool to let you know when the person you've called is available. On a Nortel system this feature is knows as "Ring Again". You use it when you call someone internally or across the voice network and hear a busy tone or while listening to ringing. The busy tone means they are already engaged in a call. While listening to the busy tone you press the Call Back button or it may be a single digit such as "1". Your phone will go back to dial tone and you are now free to make or take other calls. When the person you applied the Call Back feature to hangs up their phone, your phone begins to ring to alert you they are now available. If you happen to be engaged in another call the system will wait for both of you to be free and then alert you. When your phone alerts you, you simply pick up your handset and your call will then ring you through.

Is there anything similar available on 3CX?

 

[Alphabetic]

AFAIK natively no, not from a per extension set up.

However, 3CX has a mobile app, web client, desktop client and BLF keys which can give you real time status info on extensions.

 

[ChrisC_3CX]

There is indeed no such feature built-into 3CX but, do bear in mind that there is a Call Queue Callback feature which you could utilize depending on your use case. The Call Queue Callback feature allows the caller who enters a Call Queue to leave a callback request. The callback request will remain in the queue as a normal call and once answered by the callee, 3CX will place a call to the original caller (the one who left the callback request) and if answered will connect the two calls. That said, if you do not need this behavior to apply to all extensions and only require that it applies to a few, you could potentially create a Call Queue for these extensions, place that extension as an agent of the Call Queue, enable Callbacks for that Call Queue, and then set a forwarding rule for that extension when busy, to route calls to the Call Queue in question.

Note: As mentioned above, I would not recommend the above if you want this to apply for all extensions as this would mean that you would have to create a separate Call Queue for all extensions. This would result in a messy configuration which would be also hard to manage.

 

[carmen.leroux]

Thanks @ChrisC_3CX and @kieferschild I appreciate the prompt response

 

[ChrisC_3CX]

You're very welcome! Please feel free to start new thread should you need additional info or help!