Multiple agents with one IP Phone

[slickrickjr]

I have a call center which serves multiple companies. A sip trunk and ring group exist for each company so that calls can be differentiated from one another. I also have an extension for each company so that outgoing calls can use the appropriate trunk based on which extension made the call.

However, I want to use call queues but there are multiple agents who work on shift and only two IP phones. Two agents are on shift at a time. All agents already have their own extensions.

How would I implement call queues in this situation? Is it feasible? The phones already have each company's extension registered. The only solution I see is to register each agent's extension in the phone and assign a log in/out button so that the agent can select their individual line and log in and out.

 

[craigreilly]

Is Hotdesk an option? Thinking maybe not if you need multiple extensions to differentiate caller id.
If you were using Prefix to Dial using a different trunk - then maybe it would be more feasible.
Dial 9 for Company A outgoing calls
Dial 8 for Company B outgoing calls

 

[YiannisH_3CX]

Hello @slickrickjr

I believe you need Hotdesking where agents can login/logout on the same phone using a button and a code. https://www.3cx.com/docs/hot-desking/

 

[slickrickjr]

Yea you're right guys. I totally forgot about that feature when I posted but was looking into it the same day. I also realized I can assign prefix buttons to the phone with a description name so that agents do not need to remember the actual prefix. That way I can still control my outgoing calls and I believe the Q name is displayed for incoming calls similar to ring groups. This is a viable solution thanks.

 

[YiannisH_3CX]

Glad we could help.