Receiving Multiple calls on extension in queue

Discussion in '3CX Phone System - General' started by JoelBlaha, May 16, 2013.

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  1. JoelBlaha

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    The receptionist at our small office is part of a ring queue with Ring All polling strategy that others jump into and out of to cover lunch, leave, etc. When the receptionist is logged into the queue, a first call received rings her handset and pops up an alert from Myphone. A second call, while on with the first, does not ring to her extension (no alert through MyPhone, handset doesn't ring). Is there a way to get her handset to ring when a second call comes in to the queue?
    What I have tried:
    • Enabled the option ‘I want to be able to accept more than 1 call at a time’ on the Forward tab on MyPhone
    • Rebooted phone
    • Reset handset to factory default, deleted extension and re-created it (checked accept more than 1 call), rebooted 3CX server
    Any suggestions?
     
  2. leejor

    leejor Well-Known Member

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    The way a queue works, one call, one idle agent, sort of precludes someone getting a second call on the same extension number. It's expected that an agent will only have enough time to deal with one call at a time. However...If her set allows, you could try assigning a second, or third (different) extension number(s), on additional keys. they could be part of the same queue and allow for additional calls as those keys would be idle. That sort of set-up, using queues, is a bit out of the ordinary, so (for it to work) I'm assuming that 3CX will allow calls to the other keys if one key on the set is in use.
     
  3. ian.watts

    ian.watts Active Member

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    There is a custom parameter to set which affects ring groups.. but not queues. However, if you can utilize a ring group instead, you can "force" calls to ring to the group members. There is a side-effect that the PBX no longer cares what the phone or extension status is.. meaning that their desks' phones ring even when they're gone/away/out of office.. etc. The only recourse would be to route calls after the ring group times out.

    It was the only option which seemed to do the job.. the handsets had BLFs available for multiple lines, set that option you mentioned, nothing seemed to matter. If they were not in Available status and in Idle state on the handset.. no ring.
     
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