Ring Groups only accept 1 unanswered call per group at a time

[stressless]

We seem to have hit an issue we have not seen in the past. This is happening on at least 2 systems.
When a ring group has an active (unanswered) caller, and a second person starts to dial in, the 2nd call jumps that ring group (shows as unanswered with 0:00 ring time) to the next destination. I believe that in the past ring groups have been able to accept multiple callers.

This is not the limitation of an individual user. We are aware that an extension on a phone call cannot accept multiple calls from a ring group. This is affecting entire ring groups. Screenshot below.

More details:
for example
Ring group 1: Ext 1,2,3
set to forward if no answer to
Ring group 2 which contains Ext (1,2,3,4).


No active calls at the beginning.
Caller 1 calls in and gets ring group 1 (still ringing)
Caller 2 calls in and skips ring group 1 and starts directly on ring group 2.

 

[SteveITS]

As I recall this is expected behavior because the phones are "busy" ringing the first call.

 

[Alejandro_3CX]

We seem to have hit an issue we have not seen in the past. This is happening on at least 2 systems.
When a ring group has an active (unanswered) caller, and a second person starts to dial in, the 2nd call jumps that ring group (shows as unanswered with 0:00 ring time) to the next destination. I believe that in the past ring groups have been able to accept multiple callers.

This is not the limitation of an individual user. We are aware that an extension on a phone call cannot accept multiple calls from a ring group. This is affecting entire ring groups. Screenshot below.

More details:
for example
Ring group 1: Ext 1,2,3
set to forward if no answer to
Ring group 2 which contains Ext (1,2,3,4).


No active calls at the beginning.
Caller 1 calls in and gets ring group 1 (still ringing)
Caller 2 calls in and skips ring group 1 and starts directly on ring group 2.

hi, are you using ring all?

Please note when using RING ALL and a call enters in the RING GROUP the system will poll the available agents in that group, however if a second call enters in the same group, then it will be forwarded to the destination if no answer since the agents are being polled by another call.

In that scenario then use a call queue, so the second call can stay on hold.

Have a good one!

 

[TheodorosG_3CX]

@stressless This is an expected behavior for the Ring Group. If you want to receive multiple calls, use the Call Queues.

 

[Jesse Factoria]

Not supported by 3CX but :

ALLOWUSEBUSYOPTFORGROUP = 1
multi call on group

 

[Alejandro_3CX]

Not supported by 3CX but :

ALLOWUSEBUSYOPTFORGROUP = 1
multi call on group

It is not supported because that parameter can cause issues with hung calls, transfer failures, etc. So we recommend not touching the pbx parameter unless it is advised by the 3CX support.

Alternatively, If you need agents taking multiple calls in the queue they can start using call parking, so once the active call is parked the agent will be available in the queue one more time and can answer another call.

Have a great day!