Ring Group (momentarily busy) or Ring Queue (not passing the CRM integration)

[honey_bumpkins]

Thank you 3CX for platform! I've been installing and setting these up for the last few weeks however I have a small quirk that either needs clarification, workaround or maybe its in the pipeline.
v16.0.507 Pro.

1.
Setup = 4-6 SIP lines 6-10 extensions, all extensions in an 'Inbound Ring Group' basic group (not queue as the queue causes another problem below).
Problem: If two or more inbound calls come in at the same time (thereabouts) and all extensions are ringing = the busy tone is played to the other calls.
- more than enough SIP trunks coming in - why cant a group keep hold of the other calls and keep ringing once an extension has the first call?
- the client is not keen on enabling multiple calls per extension due to interruptions.
Using CRM integration (MySQL ODBC) to pop calls to contact record when answered successfully .

or
2.
Setup = 4-6 SIP lines 6-10 extensions, all extensions in an 'Inbound Call Queue'
The initial problem of momentarily busy quirk goes away but breaks the CRM integration;
Problem: on every call inbound of extensions in the queue 3CX ignores the 'on call connected' and pops the contact record every call this would ok if it was pop on ringing but not working on call connected selected.

3.
Finally loss of CRM integration when transferring calls after the initial call has been answered not passing the original caller ID through?
Using attended transfers.


Thank you in advance.
#BeKind

 

[edossantos]

1.
Setup = 4-6 SIP lines 6-10 extensions, all extensions in an 'Inbound Ring Group' basic group (not queue as the queue causes another problem below).
Problem: If two or more inbound calls come in at the same time (thereabouts) and all extensions are ringing = the busy tone is played to the other calls.
- more than enough SIP trunks coming in - why cant a group keep hold of the other calls and keep ringing once an extension has the first call?
- the client is not keen on enabling multiple calls per extension due to interruptions.
Using CRM integration (MySQL ODBC) to pop calls to contact record when answered successfully .

This is the expected behaviour. You can use a different ring strategy to avoid this. Instead of ring all extensions at the same time, you could ring only 1 extension in a round robin basis.
If all the extensions are ringing, and they don't accept multiple calls, the ring group doesn't have extensions available to deliver the call, so a busy tone is correct. The ring group doesn't have the queue functionality, it can't keep calls on hold.

2.
Setup = 4-6 SIP lines 6-10 extensions, all extensions in an 'Inbound Call Queue'
The initial problem of momentarily busy quirk goes away but breaks the CRM integration;
Problem: on every call inbound of extensions in the queue 3CX ignores the 'on call connected' and pops the contact record every call this would ok if it was pop on ringing but not working on call connected selected.

The CRM Integration works poping up the contact record when the call rings, and not when it's answered. This is exactly the same when the call arrives through a ring group or queue. The behaviour is not changing.

3.
Finally loss of CRM integration when transferring calls after the initial call has been answered not passing the original caller ID through?
Using attended transfers.

This is because you're making attended transfers. An attended transfer is a new call from one extension to another. The original call from the customer is put on hold by the extension transfering the call. This is why the information of the caller is not passed on. You need to make a blind transfer if you want to pass it.