want to reject calls immediately depending on number of active calls / reserve one line for outgoing calls

[LariFari]

3cx Version 16.0.3.676, 8SC licensed, sip trunk with 4SC
One queue, maximum number of calls waiting set to "2". Reason: Usually only one agent is present and one line should be reserved for outgoing calls.

Problem: When two calls (the maximum number we chose) are waiting in the queue, the next call should be rejected immediately, not picked up by the pbx.
But 3cx answers the call, plays the queue melody for approx. 5 seconds while it checks how to route the call and counts the calls in the queue, then finally decides to hang up.
3cx should not accept/connect the call in the first place, but just reject it!
Customers get angry, because they get the impression, their calls were constantly beeing hung up by the agent, when in fact the queue is full.

We need to

• limit the number of simultaneous incoming calls before 3cx queue connects to the call
• reserve a number of lines of a trunk for outgoing calls
• prevent callers from beeing charged by their providers just for waiting in the queue, because the call gets connected as soon as it is transferred to the queue. Waiting in queues should optionally work like waiting in ring groups, not connecting the call until someone answers the phone.

How to solve this with 3cx? Seems to me even call flow apps can't help, because when a call flow starts, the call will already be connected. So the caller has to pay for every try.

 

[cobaltit]

Create two trunks, one for inbound and one for outbound. Limit the calls for each to 2.

 

[LariFari]

how can I create two trunks out of one - is it possible without support from the provider?
afair 3cx does not allow to create a duplicate of a trunk with the same address and credentials.
Anyway I think there has to be a better way of achieving this built into 3cx.

@3cx: It's a real shortcoming, that 3cx queues and ivrs and call flows will pick up every incoming call, thereby making the caller pay and using up valuable trunk lines, while ringing groups are crippled by not re-evaluating ringing target extensions.

What our customers need is:

• a way to enforce a limit on incoming calls per trunk, per did, per queue, per ringing group, per extension in a flexible manner.
• a way to let a call wait in a queue oder call flow without picking it up before, having a choice of rejecting or picking up later, eg. based on call flow logic

 

[leejor]

3cx answers the call, plays the queue melody for approx. 5 seconds while it checks how to route the call and counts the calls in the queue, then finally decides to hang up.

This would be a result of the settings you have chosen for the queue. There will be ways to keep the caller on hold for a longer period of time, until an agent is free. Have you spoken to your provider about limiting the number of calls, to the queue number, from their end?