managing multiple calls on 3CX soft phone

[stuart.rendall]

If you have set the PBX to allow multiple calls to the 3CX softphone, when a second call comes in the 'answering page' appears restricting the actions you can perform to: answer, reject or send the new call to voicemail. This means you cannot decide to end or transfer the call you are currently on before answering the next.

Is there a better way of dealing with this?

 

[leejor]

Can you not put the first call on hold and then deal with the second call, or just ignore it and let it go to VM?

 

[stuart.rendall]

Can you not put the first call on hold and then deal with the second call, or just ignore it and let it go to VM?

You can do that,
but, you cannot end the first call before answering the second.

We like to have a real receptionist, and if she is in the process of dealing with or transferring an incoming call, a second incoming call causes problems, as the phone interface changes drastically limiting the choice of actions available.

 

[Vali_3CX]

Hi Stuart

The only case when phone is doing as you want is when you have more than one incoming calls ringing. In this case, the calls page displays all calls, you pick one, phone goes back to its "normal" appearance, with the remaining ringing calls signalled by blinking lines.

I understand your point - but which would be a better behavior for this more general case? I'm interested to know, since the basic structure of our phone is in a changing process due to next feature to be implemented, multiple active accounts, so any idea may bring something useful.

Regards
vali

 

[stuart.rendall]

Hi Stuart

The only case when phone is doing as you want is when you have more than one incoming calls ringing. In this case, the calls page displays all calls, you pick one, phone goes back to its "normal" appearance, with the remaining ringing calls signalled by blinking lines.

I understand your point - but which would be a better behavior for this more general case? I'm interested to know, since the basic structure of our phone is in a changing process due to next feature to be implemented, multiple active accounts, so any idea may bring something useful.

Regards
vali

Hi Vali,
I think a couple of possibilities would be:
1: Have a 'return to mainpage' option on the incoming calls page in addition to the current options presented.
2: To have the option to retain the 'normal' face of the phone all the times with additional calls indicated by blinking line buttons - however, information about the incoming call would clearly be useful.
3: An additional window could be present showing, in effect, a personal call queue.

Note also that audible indication of additional calls may not be desirable.

Hope this is useful,
Stuart