Receiving multiple calls at once?

[cmer]

Hi,

I have a 3cx system using a VOIP.ms trunk. When a call comes in, it is sent to a ring group with the reception first being first in line. Let's say someone at reception is already on a call, the phone doesn't ring when someone else calls in. How can I make sure we can receive more than call at once?

thanks

 

[leejor]

Normally, the one set, if engaged, won't receive a second call. Are there other members of the ring group? If not, then you might consider using a queue, so that the caller, will remain on hold, until the receptionist is free.

 

[cmer]

We'd like the phone to ring so we can answer while putting the first one on hold. Kind of a 2 line thing...

 

[leejor]

This particular topic has come up a number of times.

To be able to do this, you'd have to modify a template, or a sets programming, to support a second line appearance. making the set "officially" unsupported.

To allow the set to receive calls while engaged (from a ring group), there was a parameter that could be changed, but it is not recomended, and may no longer work, I haven't checked. Do a search, and you will find a number of work-arounds, that have been suggested in the past.

If you want to remain supported, and not risk any issues, consider a queue.

https://www.3cx.com/community/threa...nswer-multiple-calls-from-a-ring-group.78586/

 

[ChrisC_3CX]

Since we wouldn't recommend changing any parameters or generally using an unsupported configuration, as an alternative, you might want to consider the following configuration:

• Remove the Reception extension from the Ring Group.
• Have the Inbound Rule route calls to the Reception extension instead of the Ring Group.
• Have the Reception extension accept multiple calls.
• Set the Reception extension to forward calls to the Ring Group when busy or unregistered.

This way, the Reception extension will still be the first receiving the call and will also receive the second call giving the user the option to answer it and put the first call on hold. Depending on the configuration and the IP phone used, the rest will be routed to the Ring Group. The Ring Group users will, of course, not be able to do this.

 

[SuperTima]

Since we wouldn't recommend changing any parameters or generally using an unsupported configuration, as an alternative, you might want to consider the following configuration:

• Remove the Reception extension from the Ring Group.
• Have the Inbound Rule route calls to the Reception extension instead of the Ring Group.
• Have the Reception extension accept multiple calls.
• Set the Reception extension to forward calls to the Ring Group when busy or unregistered.

This way, the Reception extension will still be the first receiving the call and will also receive the second call giving the user the option to answer it and put the first call on hold. Depending on the configuration and the IP phone used, the rest will be routed to the Ring Group. The Ring Group users will, of course, not be able to do this.

Hi Chris,
Thanks for posting this work-around, but...
When I suggested this kind of setup to one of our customers, they said that there are three Reception phones in the office, and all three users need to be able to accept multiple calls on their phones.
What can we suggest to them?

This used to be a normal "feature" in old PBXs to be able to hear a sound notification for a second incoming call and to pick up that call, and it is now very difficult to explain to the 3CX users why this modern and sophisticated system does not support it anymore...

Thank you,
Tim.

 

[cobaltit]

https://www.3cx.com/community/threa...queue-and-ring-group.43410/page-9#post-359322

As long as you are not on 3CX hosted you should still be able to access (or add) the parameter at your own risk.

 

[ChrisC_3CX]

As stated, do bear in mind that this particular parameter will cause issues and we do not recommend adding/modifying it. On top of that, it will render your 3CX configuration or parts of it, unsupported.

You could alternatively:

• Use a Call Queue for the receptionists
• Have them all use the 3CX Windows App and therefore have access to the 3CX Switchboard
• Then they can see additional calls waiting in the queue which they can park to a shared parking spot
• They can then place the current call on hold and pick up the second call from the shared parking spot