Simultaneous Ring - Cell Phone Voicemail

[CLCJacob]

We have users where they have simultaneous ring setup, every call is going to the cell phones voicemail because it things the voicemail message is a answer. Some are assigned to Ring All Queues and it is causing a problem as if one user has their phone off or rejects the call on the cell phone the incoming call goes to that persons voicemail and stops ringing the remaining extensions.

We have seen some suggest using the 3CX app, that wont be possible for us as its within our firewall excluding the Trunk. In our previous system this was not an issue, calls would ring a users cell phone at the same time as their desk phone, would still forward to their extensions voicemail or ring the other extensions in queue.

I'm at a point where I might just have to develop someone in Twilio API with voicemail detect and bypass 3cx just so peoples cell phones can ring without calls being forwarded to their cell phone voicemail.

 

[VoIPTools]

If the person's cell phone is not turned on, then they need to log out of the queue. There is nothing that can be done if the call goes immediately to their cell phone voicemail.

However, there are two things you can do to help: (1) contact the cell carrier and ask them to increase the ring time before the cell phone voicemail picks up, and (2) ensure the polling strategy moves from one agent to another BEFORE the ring timeout of the cell phone. Doing this correctly will ensure the cell phone does not have the opportunity to send the call to voicemail before the agents leg of the call is dropped and the queue moves to the next agent.

 

[VoIPTools]

Another option would be to have the agents use the 3CX IOS/Android client and never call their cell phone number. Then YOU have complete control over when a call is routed to voicemail.

 

[SweetAction]

We have seen some suggest using the 3CX app, that wont be possible for us as its within our firewall excluding the Trunk.

Can you explain this further? Why can't you use the app, which solves this issue?