See incoming calls to ring group on all extensions

[vic-t]

When a call is made to a ring group, my expectation is that all extensions in the group have the same permissions with regards to information about the call. As expected, when a call is received to the ring group and no one picks up, it's shown in the missed calls list for all extensions in the ring group.

However, when someone in the group picks up the call, it is recorded in the "incoming calls" list only for this specific extension. All other extensions don't get any information whatsoever in the call history about the caller that rang their phone just a second ago.

I guess it can be discussed whether this behavior is correct or not, in my personal opinion, it's not.

Anyway, how can I change this so that all extensions see all incoming calls to the group?

 

[ChrisC_3CX]

Missed call notification within a Ring Group depends on a number of things such as Ringing Strategy and who answered the call, I do recommend having a look at our training material that goes over Missed Call Handling in Ring Groups here(slide 8): https://www.3cx.com/3cxacademy/videos/basic/ring-groups/
Do check the speaker notes for more info as well. (click on and then "open speaker notes")

 

[vic-t]

Hi Chris,

Thanks for the quick reply. Please note though that my question is about answered calls, not missed calls. Slide 8 confirms the behavior I described (under "Member answers").

So, the question remains, is there a way to change this default behavior so that all members of the group can see all incoming calls?

 

[ChrisC_3CX]

Yeah, sorry for not clarifying, incoming calls only shows calls answered by that extension (the extension being used), that said, I'm afraid there is no way to force incoming calls to show calls answered by other Ring Group members.

 

[vic-t]

Ok, thanks for clarifying. On other systems I have worked with, this is a simple matter of subscribing the user extension to the call history for the number that is assigned to the ring group. It would be nice (and actually of some importance for us) if 3CX could make this small improvement in their system.

 

[ChrisC_3CX]

I see, well it might be something that was suggested before, so you could head over to our ideas section to check. If you do find something similar you could upvote it to help push it up the list.