outside line transfer / handle / park problem

[georgi0]

On a 3CX setup we have several extensions, mainly YEALINK devices and some analogue on a grandstream gateway connected.


Outside lines we have 1 ISDN with 2 channels and 4 MSN

Whenever an extension is busy wither from another extension or line and another call comes in although we have setup tp allow multiple calls on the extensions, the line can not be retrieved form the busy extension.


This is not the case wheneve 2 extensions inside the 3cx system are communicaiting and a third one calls one of the busy ones.


Can you advice what is wrong with our configuration? It is very disturbing because the secretary cant pick up lines this way whenever she is in a call with another.


Thanks.

v.15.5

 

[eddv123]

Hi Georgi0,

Now I haven't tested this behaviour in the latest version of 3CX (15.5 latest SP) but last time I did the behaviour was that when a secondary call came in it would flash up on the screen and you would have the option to deal with that call.

Can you confirm firstly what firmware you are running on the phones and whether you can identify which call types (if any) this behaviour occurs on.

As an FYI also if you use the Receptionist view on 3CX softphone for your receptionist it is a much better way of dealing with calls.

 

[leejor]

I assume that there are two line key appearances of one extension on each set.
Do incoming trunk calls route directly to to receptionist, or do they pass through something (ring group?), first?
Are there any call forward options, on the set that deal with external calls differently?
Have you checked the 3CX Activity Log after one of the calls, to see how 3CX views the status of the set, showing, perhaps, why the call did not ring the second key appearance?

 

[georgi0]

ok there is no specific extension that handles all calls but one of the extensions is used mainly to answer this MSN during office hours. This does not mean we can not answer the phone (same ring group) but we prefer to have this extension first answering the call. (we all are in sight close to each other)

this extension usually picks up the outside line after the welcome announcement is handled from 3CX.

so this extension in our case is 22 (we have 2 digit extensions) and it is a yealink T22 with firmware 7.73.0.60 updated from 3CX firmware page. These phones have 3 buttons on top right which can be programed to handle either lines, or other commands from the phone web setup page.

our 3CX version is 15.5.0, it goes without saying that the extension under 3CX system is authorized to accept multiple calls.

we only have this issue when the extension is busy and an outside line comes in. Then only the rest of the ring group can answer the call and this extension has no option to do it. This is not the case whenever another extension calls the number, we can park forward redirect with one of the 3 buttons described above.

for any other details please guide me to find a solution.
also please explain this "Receptionist view" i dont know apart from the digital receptionist recording voice welcome calls.

thank you.

 

[leejor]

ok there is no specific extension that handles all calls but one of the extensions is used mainly to answer on the MSN during office hours.

So, how are incoming calls routed to these extensions in 3CX? Do they first go to a ring group?

 

[leejor]

If you do use ring groups, have a read through this about the option

ALLOWUSEBUSYOPTFORGROUP

https://www.3cx.com/community/threads/multiple-extensions-on-one-phone.51732/

 

[YiannisH_3CX]

Please note that option "Accept multiple calls" only applies to direct calls to the extension. This does not apply to calls coming from a Ring Group or Queues. The option leejor suggested will allow the phone to accept multiple calls from Ring Groups but it is not recommended to do so as it may cause different issues.