Two Calls, One Phone

[Mike Hammett]

We have a customer that is complaining that when they're on the phone and another call comes in, their phone doesn't ring. If they hangup the call they're on, they have to go to another desk to answer it.

There are multiple line key BLFs for each of the phones.

Do I need to do something different for queues vs. ring groups vs. something else?

 

[AWS2P]

Actually do you use RG ? there's no way to answer multiples calls even with multi blf key line but you can intercept calls doing * 20 * from phone

this is the same with Qs

 

[Mike Hammett]

We are using RGs with RingAll.

If you're on a call, there's no way at all to answer a new call?

 

[Zol]

Does the option "Accept multiple calls" under Extensions | Forwarding Rules | Options helps?

 

[AWS2P]

If you're on a call, there's no way at all to answer a new call?

if you are already in call , no way from same phone or like i said to pick up the call using dial code * 20 *

 

[Mike Hammett]

Does the option "Accept multiple calls" under Extensions | Forwarding Rules | Options helps?

That is checked already.

if you are already in call , no way from same phone or like i said to pick up the call using dial code * 20 *

That seems... less than ideal. I wonder how 3CX has made it this far without that functionality.

 

[Mike Hammett]

https://www.3cx.com/community/threads/allow-multiple-calls-for-queue-and-ring-group.43410/

 

[AWS2P]

you can try workaround but this is not 3cx supported

• First way add manually a second extension on phones and include second extension in RG
• other way is to change settings in 3CX, goto settings

in field search type " busy" and then change value to 1 for



If it doesn't work well or create crappy audio on calls, then step back to 0

 

[leejor]

We are using RGs with RingAll.

If you're on a call, there's no way at all to answer a new call?

Unfortunately, that is a limitation with ring groups. When a call comes in, all of the members of the group are polled to see which are idle, then they are rung. If you hang up once the ringing starts, you were considered busy and you still won't be able to answer the call.. There have been work-arounds in the past to allow a second call to notify an engaged destination (single line on a set), but, it is not recommended by 3CX as they say it may cause other issues.