Taking multiple calls

[Justin D]

I'm sure that this has been asked but I can't seem to find a suitable answer.

We have four phones on a ring group.

We would like the option to be able to answer a call, put that on hold, and pickup another call on the ring group (eg if there's only one person in the office).

I've read that this can only be done by extensions that are not in the ring group, but if I remove the extensions from the ring group how can I get the phones to ring when there's an incoming call?

Or have I missed something obvious?

 

[charles]

Hi There

Receiving multiple calls to a single extensions from Ring Groups or Call Queues is not possible.

If you would like to pick up a second call from a Ring Group you will need to first park the current call using either a BLF key configured for a shared parking place or transfer the call to 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 that are in the Ring Group and are ringing.

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

You can not get auditable representations of new calls, whilst in another call from a ring group or queue but this is possible visually using the switchboard within a 3CX client or Webclient.

 

[Justin D]

OK.

Are there any workarounds on this instead of using the 3CX client or Webclient (as a couple of our people won't be able to get their heads round this)?

If not then it looks like we'll have to right this off as a bad job and look at other phone systems...

 

[Saqqara]

What model and make of phones do you have.

As above, depending on number of line keys - do the following

Line Key x - Shared Parking 0
Line Key x - Shared Parking 1
Line Key x - BLF extension x

Line Key x - BLF extension x
Line Key x - BLF extension x
Line Key x - Custom Speed Dial *20*​

Call comes in, and gets answered by extension 1, Another call comes in, the BLF keys will change colours.

User will park the call in one of spare shared parking slots
Press line key for *20* and this will pick up the other call. Finishes the second call, and then can press the shared parking to pickup the parked call.

Just remember you have call 1 parked, and not very polite to leave the caller holding on for ages.

Problems comes if you have multiply calls coming in at time, if this happens you need to setup 'Destination if now answer'

 

[Justin D]

Thank you for the suggestion, we have Fanvil X6 phones.

We have the line keys setup in a similar fashion already and when I tried adding the *20* earlier this morning it wouldn't pick up a second outside call when the first call was parked, presumably because the extensions are part of the ring group.

I'll be on leave from this evening so I'll have to look at this when I get back, the users will have to put up with it over the next two weeks.

 

[Saqqara]

Put all the phones in the same 'Group' within the 3CX Management console - Under Group rights make sure 'Perform operations (divert, transfer, pickup)' is ticked

 

[leejor]

What about adding a second (different ) extension appearance on each set, also a member of the same ring group. The first call could be put on hold, and the second key answered, when ringing.