Receiving Multiple Calls in Call Queue

[RHopkinson]

Hi All,

I set up a 3CX config using ring groups, but now need to be able to answer additional incoming calls while on a call. I created a Call Queue and added two extensions (mine being one of them). I logged in to the queue and successfully answered an inbound call. However, placing another call to the same number as the answered one does not ring my phone while I'm on the initial call. I have selected the "Allow multiple calls" option for my extension, and have 4 separate Line BLFs defined on my phone. What am I missing?

Thanks, in advance,

Russ
Enterprise v16.0.676

 

[Saqqara]

Queue setup is that it will only ring your phone if you are in queue and not on any calls - it ignores the other line keys.

 

[AWS2P]

Actually Multiple calls are not possible with Qs

 

[RHopkinson]

I thought multiple calls were not possible only with ring groups. How do we set up 2 or 3 extensions to ring on an inbound call, and allow for multiple calls?

 

[AWS2P]

ring strategy set to ring all if more than 1 agent logged in Q

 

[AWS2P]

have 4 separate Line BLFs defined on my phone. What am I missing?

you miss nothing, Qs are not designed to answer multiples calls

 

[RHopkinson]

I'm sorry. I just don't understand. You say "ring strategy set to ring all if more than 1 agent logged in Q" but then say "Qs are not designed to answer multiples calls."

How do I set up 3CX to allow all phones in a group to answer inbound calls, including any that may have active calls?

 

[leejor]

You might want to have a read through this...

https://www.3cx.com/community/threads/allow-multiple-calls-for-queue-and-ring-group.43410/

I'm sorry. I just don't understand. You say "ring strategy set to ring all if more than 1 agent logged in Q" but then say "Qs are not designed to answer multiples calls."

Perhaps, just to be clear, it should say "ring strategy set to ring all idle agents, if more than 1 agent logged in Q"

The whole idea of a queue is that while an agent is on a call with a customer, they are not disturbed with another call, until they are finished.. That is why a queue will put a caller on hold, until an agent is available.

 

[AWS2P]

Hi Russ,

How do we set up 2 or 3 extensions to ring on an inbound call,

to try to clarify, ring all strategy was not an explaination for answering your question about how to have multiple calls when logged in Q but only to produce all phones logged in Q to ring simultaneously