Mute the "Second Incoming Call" sound?

[jamie89]

Situation
Call's come into switchboard ring group, users have Windows PC's, Jabra headsets and 3CX windows client.
We have enabled multiple calls to group parameter, and 'accept multiple calls' on those extensions.
This works as intended.

Issue
When already on call number 1, call number 2 rings in the headset meaning you can no longer hear the current conversation very well, which is a bit of an issue.

Question
Is it possible for the system to mute the ring for the 2nd incoming call or not? you used to be able to on Skype previously so just wondering if there is an option somewhere i haven't seen yet?

Thanks,
Jamie.

 

[ChrisC_3CX]

When using the 3CX Windows App, the second call does not actually ring with the normal ring tone, but instead makes a beeping sound. What version of 3CX and the Windows App are you using?

Also, if by "enabled multiple calls to group parameter" you mean you modified one or more 3CX parameters, do bear in mind that doing so is at you own risk as it will render your configuration unsupported. Enabling this specific parameter will inevitably cause problems in certain call flow scenarios which is one of the reasons it never made it to the production build.

 

[jamie89]

Thanks for the reply.

What we have is a ring group which is set to 'Ring All' if one member of staff is on a call then the other telephonists will have their extensions ring. Current setup is if other calls come in while one is already on a call then it will not ring or notify that member of staff who is on the current call. What they would like to do is answer the second call, put them on hold and return to them etc etc.

I understand the parameter change is not supported but it looks like the only way in which to achieve the above?

When 'Accept multiple call' plus the parameter change were set, it did work, but because they use headsets it rings in their ear over the top of any current call they were on, which was not ideal.

We are on version 16.0.655 of 3CX and the Windows client is 16.3.0.172.

Many Thanks.

 

[ChrisC_3CX]

You are right, there is no way to have a busy extension receive a second call from a Ring Group, but, depending on what you want to achieve exactly there may be workarounds. If for instance you simply need agents to be able to pickup a second call to the Ring Group, with the appropriate rights they can pickup a second call, ringing the Ring Group from within the 3CX Windows App switchboard.

Regarding the ringing tone, even if both calls are direct calls to the extension, the second call received on the 3CX Windows App, should not ring normally and therefore force the user to listen to the ringing tone while already on a call. The user should instead hear a beeping sound for the second call which is not intrusive. I tried to replicate what you describe but was unable to do so. I'd recommend you first upgrade both the 3CX PBX and the 3CX Windows App to the latest versions and then check if the issue persists.

 

[jamie89]

You are right, there is no way to have a busy extension receive a second call from a Ring Group, but, depending on what you want to achieve exactly there may be workarounds. If for instance you simply need agents to be able to pickup a second call to the Ring Group, with the appropriate rights they can pickup a second call, ringing the Ring Group from within the 3CX Windows App switchboard.

Regarding the ringing tone, even if both calls are direct calls to the extension, the second call received on the 3CX Windows App, should not ring normally and therefore force the user to listen to the ringing tone while already on a call. The user should instead hear a beeping sound for the second call which is not intrusive. I tried to replicate what you describe but was unable to do so. I'd recommend you first upgrade both the 3CX PBX and the 3CX Windows App to the latest versions and then check if the issue persists.

Thanks, how will that work then, what rights am i to use in order for the second call to ring through from a ring group?

Agreed, this is what i thought, but i think that was due to the 'accept multiple calls' option being enabled ?

I will try and get both updated and then get them to test again.

Thanks.
Jamie.

 

[ChrisC_3CX]

By enabling the "Perform Operations" right, you'll be able to pickup a call ringing the Ring Group from an extension that is already busy, by accessing the Switchboard, right clicking the ringing call and then clicking on "Pick up". This will have that call ring the extension on the next available Line. The extension must also have "Accept Multiple Calls" for the Profile Status being used. This should negate the need for modifying parameters.