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Hi all.
We have been using Axon PBX (a software PBX for Windows) for about 12 years, and want to switch to 3CX now. I'm now trying to find a solution for the following task:
Axon knows an equivalent of 3CX's ring groups, and allows to assign an individual delay for each ring group member. Example: a ring group has two members X and Y. X's delay is 0, Y's delay is 10 seonds. A call to that ring group will ring X's phone first; if X does not answer the call within 10 seconds, Y's phone will start to ring along with X's phone (as in: after 10 second they ring both). This feature has come in very handy for us:
We have a number of employees that are responsible for several departments, as far as the telephone is concerned. That means that each of these people would be able to answer phone calls for various departments in the first hand. However, they have different priorities per department. Let's assume person A's priority is technical support, person B is for accounting, person C is for sales. A would also be able to answer calls for accounting and sales, if B or C are not available. Likewise, B would be able to answer calls to support or sales, or C would be able to answer calls to support or accounting.
If a customer calls the support, the call should ring A's phone first. If A is not answering for whatever reason for, say, 15 seconds, the call should continue ringing A's phone and also start ringing B's phone. If the call remains unanswered for another 15 seconds, the call should continue to ring at A and B, but also start ringing on C's phone. This was easy to achieve with Axon: set up a ring group for support, add A with a delay of 0 seconds, B with a delay of 15 seconds and C with a delay of 30 seconds, and you're done.
We're very used to this approach and thus I'm trying to achieve something similar to that in 3CX, but its ring groups don't seem to provide such a ring strategy. By now I have ended up with something like this - let's stick with the support example:
I have set up three ring groups for support calls: 200 (with A being the only member), 201 (with members A and B), and 202 (with members A, B and C). Each ring group uses strategy "ring all", the ring time has been set to 15 seconds. Support calls are routed to RG 200 initially; RG 200 forwards unanswered calls to RG 201, which forwards unanswered calls to RG 202, which forwards unanswered calls to a voicebox. On a first glance this comes close to what I want, but it has unpleasant side effects:
Bye, Mike
We have been using Axon PBX (a software PBX for Windows) for about 12 years, and want to switch to 3CX now. I'm now trying to find a solution for the following task:
Axon knows an equivalent of 3CX's ring groups, and allows to assign an individual delay for each ring group member. Example: a ring group has two members X and Y. X's delay is 0, Y's delay is 10 seonds. A call to that ring group will ring X's phone first; if X does not answer the call within 10 seconds, Y's phone will start to ring along with X's phone (as in: after 10 second they ring both). This feature has come in very handy for us:
We have a number of employees that are responsible for several departments, as far as the telephone is concerned. That means that each of these people would be able to answer phone calls for various departments in the first hand. However, they have different priorities per department. Let's assume person A's priority is technical support, person B is for accounting, person C is for sales. A would also be able to answer calls for accounting and sales, if B or C are not available. Likewise, B would be able to answer calls to support or sales, or C would be able to answer calls to support or accounting.
If a customer calls the support, the call should ring A's phone first. If A is not answering for whatever reason for, say, 15 seconds, the call should continue ringing A's phone and also start ringing B's phone. If the call remains unanswered for another 15 seconds, the call should continue to ring at A and B, but also start ringing on C's phone. This was easy to achieve with Axon: set up a ring group for support, add A with a delay of 0 seconds, B with a delay of 15 seconds and C with a delay of 30 seconds, and you're done.
We're very used to this approach and thus I'm trying to achieve something similar to that in 3CX, but its ring groups don't seem to provide such a ring strategy. By now I have ended up with something like this - let's stick with the support example:
I have set up three ring groups for support calls: 200 (with A being the only member), 201 (with members A and B), and 202 (with members A, B and C). Each ring group uses strategy "ring all", the ring time has been set to 15 seconds. Support calls are routed to RG 200 initially; RG 200 forwards unanswered calls to RG 201, which forwards unanswered calls to RG 202, which forwards unanswered calls to a voicebox. On a first glance this comes close to what I want, but it has unpleasant side effects:
- If a support call can not be answered, A then sees three unanswered calls on his phone (one from each, RG 200, RG 201 and RG 202), B sees two (RG 201, RG 202).
- The names of every ring groups get appended to the caller id that is shown in the phone display; when a call gets to RG 202, the CID will be something like "<phonenumber> support #1 support #2 support #3".
- Having to manage two or three ring groups per appartment makes things rather complicated.
- And so on.
Bye, Mike
