Line Presence

[yost]

The old analog phone system with the main line and 3 rollover lines they would get their first call on line 1, second call on line 2 and so on.

I see no way to add presence for the incoming lines / calls -

I am trying to configure this in 3CX so the receptionist that answers all calls can be on the first incoming call and when the second call comes it would ring and then they can put call 1 on hold and answer line 2.

It appears that if the users/receptionist is in a ring group or call queue and on a call the 2nd, 3rd call will go right to the IVR without notification as that is how the RG/CQ are designed.

I have a 4 DID system at the moment using a Patton Analog Adapter.

I could do queues as there are 2 people that can/could answer calls - but then they need to log in/log out of the queues.


Just looking to see if we can create a similar look/feel as their old PBX.

 

[cobaltit]

https://www.3cx.com/community/threa...-without-rejecting-second-caller-first.68245/

 

[yost]

so no is the answer?

no other way to get something like this accomplished?

 

[leejor]

What about multiple extensions on the reception extension. Rather than putting them into a ring group, set the first to forward to the second if busy, the second to the third, etc. I have not tried this, but maybe worth a shot.

 

[yost]

I looked into adding multiple extensions to the single phone - but could not figure that out

 

[Alphabetic]

Have you tried this:

 

[craigreilly]

But that adds the current extension...
which would also require ALLOWUSEBUSYOPTFORGROUP set to 1.

To add a second extension - is a manual process, or a custom template for the phone.

 

[Clément Rousseau]

3cx don't let users of queue take more than one call from the queue except if you go into a non-supported modification (like craigreilly said).

for many clients it doesn't really suit their needs, then we have few workaround solutions (they are not perfect but unfortunately we dont have betters options) :
- 1 : in inbound rule make all calls going to one extension (A), A should accept more than one call, if A dont answer in like 5-10sec, it goes to a queue or a second extension (B). disadventage : only one extension recieve calls, no announcment message,

- 2 : in inbound rule, make calls go to ring group (R1), agents A and B in R1, destination if no answer -> A and until 5-10sec goes to B then back to R1. Still no announcement but at least 2 extensions can take the call.

- 3 : in inbound rule, make calls go to ring group (R1), agents A and B in R1, destination if no answer -> IVR then after waiting few second go back to ring group R1. disadvantage is agents cant take 2 calls at the same time.

for the second solution using ring group is better than queue because if A and B are already online, call go directly to ext A then A can take more than one call (with a queue, caller will have to wait queue duration before being redirected).
biggest problem is no announcment message, you can put an ivr or queue before theses configuration for the message but caller will have to wait the message duration (all the time if its ivr, only when users are busy when its a queue).

 

[JohnS_3CX]

Hi @yost

I think a queue would be the best solution here, you can answer calls as they come whether you have 1 or 2 people on staff.

Login is no issue, even if you have a deskphone you can assign a couple of BLFs as login/logout keys. If using the webclient its a single button, the big blue "Q" icon.

While talking to the first caller, you can "park" the call and pick up the next one and so forth.
The webclient's switchboard makes this a lot easier as you can right click to park/drop/transfer any call in the queue (except the 1st in line to be answered who has the highest priority).

I would suggest to run a few tests and then show it to the customer so they are aware of the options they have (both if using only deskphones or if using the webclient)

 

[Clément Rousseau]

John's idea is probably the best but only if you are using webclient, my suggestions were for a deskphone, not a softphone. With a phone you cant see if there is someone waiting in the queue then you cant park the call when you see someone else is waiting in the queue.
Once again this show how 3cx is well designed for webclient and lack features for normal phones.