Strange Issue

[BCS Tech]

We have several installations that use 3CX Standard 4SC Licensing. All work good.

But we have one location that will not notify the person on an existing call that another call is coming in. I have compared the settings with other locations that are working correctly and cannot find any differences.

Call comes into main number
Main number is routed to ring group 800
RG 800 has 7 extensions (100-106) All ring
Extension 100 answers a call.
Someone else calls in.
Extension 100 never sees an indication of second incoming call
The second call is routed to extension 101
101 Rings and no one answers (no one is at that extension most of the time) and then the call goes to extension 100 VM.

All extensions are set to Accept Multiple Calls.

At other locations,
Call comes in and is answered by 100
If second call comes in, 100 sees the incoming call notification on the screen and puts existing call on hold and answers the second call.

Any suggestions?

 

[Marconi]

I would guess that the Ring Group with Ring All strategy doesn't consider the extension to be available since it is already on a call (i.e.: It is ignoring the fact that you have set the extension to accept multiple calls). When the second call comes in, do all of the other extensions in the group ring? Do you use Ring Groups at the other locations?

 

[Charles_3CX]

Regarding your question, receiving multiple calls to single extensions from Ring Groups or Call Queues is impossible.

If you want to pick up a second call from a Ring Group, you can park the current call using a BLF key configured for a shared parking place or transfer the call to a parking orbit. This will release the call from the phone; you can then pick up another call using the call pick-up feature (*20*) or BLF keys configured for extensions in the Ring Group and ringing.

You may also put the call on hold, open a new line, use the line keys, then perform a call pickup to answer the new call.

You can not get audible representations of new calls while in another call from a ring group or queue, but this is possible visually using the switchboard within a desktop app client or webclient.

 

[BCS Tech]

I already know that a auditable tone was not available. My issues is there is no indication on the phone being used that another call is coming in. Nothing on the screen.

 

[Charles_3CX]

I already know that a auditable tone was not available. My issues is there is no indication on the phone being used that another call is coming in. Nothing on the screen.

This is to be expected. Receiving multiple calls in ring groups or queues is not an option.

 

[Guillaume Bourgeois]

I already know that a auditable tone was not available. My issues is there is no indication on the phone being used that another call is coming in. Nothing on the screen.

Create an additional extension, and configure this new extension on the computers (3CX Desktop Apps or others 3CX solutions ), in Softphone mode.. Add this one in the Ring Group. No one answers with this extension programmed on each user’s computers.
It will only serve to notify users.

When the user is already in conversation with his "real" extension number, visually he will be able to see the new call and apply the procedure of @Charles_3CX

…

If you want to pick up a second call from a Ring Group, you can park the current call using a BLF key configured for a shared parking place or transfer the call to a parking orbit. This will release the call from the phone; you can then pick up another call using the call pick-up feature (*20*) or BLF keys configured for extensions in the Ring Group and ringing.

You may also put the call on hold, open a new line, use the line keys, then perform a call pickup to answer the new call.

…