ring all group's busy extension can't ring or indicate new incoming call

[mike louis]

with 3cx, I have 6 extensions, one ring group that rings all, when there is no line/extension occupied, an incoming call can trigger all 6 ring, as expected. However when one extension is in a call/busy, then a new call is coming in, all other 5 extensions ring fine, but the busy extension does not ring or indicate new incoming call, how can I make it ring or indicate a call in the busy extension? I have tried enable "Accept multiple calls" but it doesn't work. some internet search suggest ALLOWUSEBUSYOPTFORGROUP = 1, but I can't find how, please help

 

[leejor]

Your problem seems to be, that no one else, in the ring group, wants to pick up the phone, and it's all falling to one user.

The ring group is behaving as expected. If a set is busy, even if they hang up, 3CX will not re-poll the extensions to see if others have now become free. The option you mentioned has been used in the past, as a work-around, but it's use is frowned upon by 3CX as it can have unintended consequences. I would avoid it.

You might consider creating a second ring group, consisting of the same extensions, and sending unanswered calls, from the first ring group to that, after a given time. If one extension goes idle in the meantime, it will ring, when the call times out on the first group, and moves onto the second.

 

[VasilisV_3CX]

Hi @mike louis,

If a call is reaching the RG, it's understood that there is an available agent to answer it, otherwise it will go to DNA.

What is the desired setup you're going for here and maybe I can assist with another idea?

I'd agree with @leejor here, don't edit parameters.

 

[Clément Rousseau]

This "ALLOWUSEBUSYOPTFORGROUP = 1" option works but its not recommanded and supported anymore by 3cx (+ you can't change this setting in hosted by 3cx for exemple).
Sadly the problem is 3cx is not design to have people answering multiple calls at the same time. There is the option in extension forward rule setting but its only for direct calls, you can't use it with ring group or queue despite lot of users wants this...