Ring Group or Call Queue, ring even if busy option

[SyncWave]

I'm finding 3CX very hard to make viable for small business clients. I've been told by 3CX support that there is no supported way to disable "skip busy agents" in any form of call distribution configuration.

Simple example, lets say you have a company with 3 front line receptionists and a couple other staff that they would want to be able to log in and out of the main line queue (not a call center). With Covid-19 there staffing levels have been fluctuating to as little as 1 receptionist in the queue. I've been told it is not possible in any supported way to allow that receptionist to have call waiting functions available for that incoming caller, to see the call coming in on their desk phone, who it is, and have the option to put the current caller on hold and take the call.

This is just one example of this functionality being useful in our bag of tricks as an integrator solving issues and customizing our clients experience. This is such a basic functionality that I didn't even considered it not being available. Is any one else struggling with this?

Example of the configuration flexibility we need:

 

[leejor]

An officially supported method (with ring groups)? No, but this topic has come up a number of times.

https://www.3cx.com/community/threads/only-able-to-accept-a-single-call-via-a-ring-group.19500/

Use of the ALLOWUSEBUSYOPTFORGROUP is NOT recommended by 3CX as it may have unintended consequences.

 

[SyncWave]

I did devise a less than desirable work around for the time being. They still have a queue for inbound calls, but instead of timing out and going to voicemail after a certain period if time before going to voicemail. I shortened that period of time and set it to dial the front-line extension that will always have at least one person manning it, this will break call distribution overflow options but allow for call waiting, if that time expires the caller still goes to voicemail.

I realize that if the service desk person uses and keeps their eyes glued to the web switchboard screen whenever in a call for new incoming calls. This would allow them to place the current caller on park and free their line to check in with the caller. However, this isn't practical because when they are in a call they are actively using their business management software on their typically small single display POS front desk computer or on their DECT headsets checking for something away from the computer.

 

[SyncWave]

ALLOWUSEBUSYOPTFORGROUP
Nice, thanks for helping me locate this. It's more "unintended" when its on or off system wide. Would be better if it was configurable per Ring Group. Sadly I don't see a similar option for Call Queues, this only helps those using ring groups.

 

[leejor]

I would be surprised if there wasn't more than one suggestion...

https://www.3cx.com/community/threads/ring-group-answer-multiple-calls.48689/

... in the Ideas forum on this topic. It comes up every so often.

 

[SyncWave]

Small business setups need this so badly to take advantage of this platform in a way that's palatable to them. I understand the mindset regarding queues for big business, however, we need flexibility as an integrator to satisfy a broader range of clients. I'm embarrassed to share this limitation with clients coming off of old key systems, they expect to be able to toggle calls if needed with ease from their phones. This is extremely limiting.