Multi User - Best Practice?

[Rick S]

Hi All,

This is a multi category question(System, PWA, Desk Phone), so I think this is the best place for this. I have multiple secretarial staff that share a desk. We make use of the PWA on their windows logon so that they can click on a phone number in the CRM and it dials within the PWA. The desk has a "hard" phone as well, so when they call, the PWA makes the desk phone initiate the call.

As we have multiple users, I don't see a good way for each to have their own 3cx logon and be able to utilize the same features, so they currently log on to the PWA with a shared password and that is definitely not a best practice.

Also, this desk is the main receptionist extension.

What is the best way to accomplish this, while giving everyone their own logon? Is there even a way?

Thank you in advance.

 

[fxbastler]

Separate the user and use queues.

 

[Rick S]

Thank you for your response. Can you elaborate? Will each have access to the voicemail? Are you talking about hotdesking? What about access to the deskphone, especially in coordination with the softphone?

I feel this doesn't address what I need.

 

[fxbastler]

Will each have access to the voicemail?

Which voicemail? You didn't mention that.
Which device should it be accessed from? Should the call be sent via email? There are several very different solutions for this.

Are you talking about hotdesking?

Basically, no.

I understood your original question to mean that multiple users want to work simultaneously with the same number but different phones. Hotdesking makes sense when one or more users want to work with the same number from different locations using different phones at different - not identical - times.
If that's the case for you, then it can work well. But that raises further questions regarding registration, user profiles on computers, etc. Please explain that further.

I feel this doesn't address what I need.

That's possible. Then I didn't understand. Please explain the scenario in more detail.

 

[paulodagraca]

Hello Rick S,

Lets try to collect all the information, and see if we together can get to a sollution (if any is possible).

--Multiple people sharing one computer, all have another account.
Seems possible, no problems yet, every person get own account on 3CX.

--All need to use the same hardphone
This will need to be a hotdesk function, there is no other way.

--Click on a phone number in the CRM and it dials within the PWA
As every person is logged into their own account, and the hardphone has own extension number (from hotdesk), this should work.

--Also, this desk is the main receptionist extension
Do you mean that the account should be in a ringroup or queue to receive the external incomming calls? this should be possible.
If an extention has the status Away or DND, you can set the call internally to goto the general ringgroup, so if someone does dial an internal number of an account this is not available it will goto the group with the person working at the reception. I think this should work fine as well

--Will each have access to the voicemail?
Not sure what you mean here, is it like a general voicemail? you can listen to voicemail from any hardphone by dialing the voicemail number en use # to select account with PIN. Or you could mean something else here, please explain.

--Anything elese we need to cover?

Paulo

 

[fxbastler]

--Anything elese we need to cover?

The end devices used (if hotdesking is planned) and the potential requirement for SSO if required.

The first answer remains: separate the users and use a queue (or maybe a ring group).

The TO has to explain more about the scenario.

edit:
A queue has the advantage that missed calls can be marked as resolved in the 3CX app's display. A ring group unfortunately can't do that in 3CX and all users maybe get a missed call. But perhaps a CRM is being used - who knows...

 

[Rick S]

Thank you for all of the responses. I guess what it boiled down to was whether there was a way to share one desk phone with multiple users. It appears that hotdesking is the only option for that, if I want to use the PWA to make calls.