Multiplex Trunks - One operator

[Sove]

Hi,
We have 4 different trunks and we would that all incoming calls are managerd from a single operator.
Could you suggest me the best way ti do this?

4 extensions configured on operator's phone (where Every trunk forward the calls) or 4 different queue (where there is only operator extension as agent)?


Thanks in advance

 

[craigreilly]

No need for either multiple extensions or queues.
Just point the incoming DID to the Operator Extension.
Then prepend the incoming call DID with the Company/Trunk Name. (Add each trunk DID to the Incoming Rule list)

Then you see (similar to this), where ACE is the label of the DID.

ACE:4805551212
John H. Smith


You could add Ring Groups to this so RG1 is Operator and if he/she doesn't answer, then move to RG2 which is multiple others.

 

[Sove]

Thanks Craig,
I tried to create different group for every trunk (with DID), it works as you described but if someone do a call while operator is busy in a call, the line hangup (I enabled accept multiple calls)...i would that the second caller can wait until the operator free the line....maybe i missing something?

Thanks

 

[YiannisH_3CX]

Hello @Sove

If the calls are going directly to the operator then the option Accept multiple calls will work. If the calls are going to a ring group though then the option does not apply for ring groups. In that case i would recommend using a queue so that callers can wait in the queue until the operator is free to take the call. The operator can use the Web client to monitor the queue activity and know exactly how many callers are waiting and even direct calls without answering them to other extensions given the appropriate rights.

 

[Sove]

Ok, thanks.
I tried and in the switchboard works as I expected...

A last question...If my customer wants to see (using only the phone) that someone are waiting on the second line (button line that blink red) I have to set multiple account on it, right?

 

[YiannisH_3CX]

A last question...If my customer wants to see (using only the phone) that someone are waiting on the second line (button line that blink red) I have to set multiple account on it, right?

Not necessarily, there are phones showing the second call on the screen. You could also add Line keys as BLF's and see the second line blinking when a second call is waiting.
The 3CX client also flashes the second line keys when calls are waiting

 

[Sove]

Thanks,
I'll check if there is this possibility with our phones (grandstream).
Bye

 

[VoIPTools]

I concur with craigreilly. When you say you have 4 "trunks" I suspect you mean that you have one SIP connection (carrier) that is providing up to 4 simultaneous calls (trunks). It's not like the old days where a key system treated each "trunk" as a different phone line that you had to add to your operator's phone as a line key. A modern PBX like 3CX generally views SIP connections as a big pipe that can support multiple simultaneous calls. What your carrier is likely saying is that you can make/receive up to 4 simultaneous calls over your single connection. Regardless, your PBX will simply send all the calls from your SIP carrier(s) to the specified extension and generally you don't care how the call got there. That's a gross oversimplification, but hopefully I've not just made things more confusing.

 

[Sove]

Hi Matthew,
there are 4 different SIP trunk (or different account SIP to external provider), and every trunk have different number:
trunk1: 123456789
trunk2: 875462134
...
ecc

 

[nb]

If this case is solved, mark it as solved.
Get 4 trunks, use DID's and they will all go where you want them to go + add line key as blf. no you dont need to create separate accounts. Actually try and avoid doing that in general.