See Other Calls While On Call Inconsistent

[tdxt]

The set up:
- 3CX Cloud V20.0.4.487
- License is Professional Annual
- All extensions use the Fanvil X5U-V2 desk phone
- All extensions have "Accept multiple calls" enabled
- Call Queue has "Target agents already on a call" enabled
- Ring strategy is Ring All
- All other settings in Call Queue are default

I'm converting a business from an old POTS system to 3CX. One of their requirements is they want to see incoming calls while on the phone, pick up the new call, ask the caller "Would you please hold?", and then park them. I set up a Call Queue and got this to work, but only sometimes. Usually it just doesn't show up when a second call comes in, but sometimes it does. The Fanvil phones show the calls as a list when multiple are connected/ringing at the same time, super easy to use, works great when it works. I've been sure to test using 2 external calls to eliminate the possibility that it only works when on an internal call.

Can anyone point me in the right direction on how to solve this?

 

[VictorYourITGroup]

Sorry, not familiar with the Fanvil phones, just offering a suggestion.
Consider using the call Queue to do the work for you. Play the message that you want and tell caller all operators are busy and they will get the next available operator. You can even tell them their position in the queue. Then have the call directed to the next operator based on the type of queue.
Just a thought. Good Luck.

 

[tdxt]

Believe me, I'd love if the client would accept that option.

 

[VictorYourITGroup]

Yeah, I have been there before.
You may have already done this, but open the web app and see if it is consistent there.
If it is consistent then increase log level and see what you can see, is the second call being sent to the phones?