Need to identify an incoming call while on a call

[FuTech-Nel]

I have a law office with 3CX v18 update 5, they are using Yealink SIP T-54w phones. I have all the users set up in a call queue.

The lawyer asked if there was a way to have an incoming call show on the phone while someone is on a call.

 

[Charles_3CX]

Regarding your question, do you mean that you want to see the caller ID of the caller on other users' phones and the phone that is taking the call? If so, no, but this is possible using the webclient/desktop app with the correct rights assigned within the extension group the users are members of.

 

[VoIPTools]

One of the design assumptions 3CX made when developing Ring Groups and Call Queues is that you can only service one caller at a time. As a result, if you are already on a queue call, and another caller enters the queue, you will not get notified that more callers are waiting.

You can monitor the queues in the web client, but there is no popup or "call waiting" tone.

To address this, we developed 3CX Queue Notifier. This tool currently monitors your SLA and if exceeded will play a message (or tone) indicating the number of people and longest hold time. In the next release, due in a week or two, we will also have a client application that will popup a dialog box when callers are waiting in the queue. You will be able to define which Call Queues and Ring Groups to monitor, when to perform the notifications (immediately and/or when the SLA is breached), whether to play a tone or use Text to Speech, etc.

 

[TheodorosG_3CX]

@FuTech-Nel Keep in mind that any 3rd party installation in the PBX server which interferes with the 3CX System, is not tested neither supported from our side and in case support is requested we cannot proceed with further troubleshooting.

 

[VoIPTools]

I will point out that we do not support installing Queue Notifier directly on the 3CX server, and obviously our client applications are not installed on the 3CX server.

 

[FuTech-Nel]

I will point out that we do not support installing Queue Notifier directly on the 3CX server, and obviously our client applications are not installed on the 3CX server.

The instance is hosted by 3cx themselves

 

[VoIPTools]

This feature is not supported by 3CX, and if your PBX is hosted by 3CX, you cannot use the Call Flow Designer or any 3rd-party tools to make it possible.