Weird issue picking up calls.

[ElementalWindX]

We have an odd issue with the phones. When we hang up a call to answer another call that was ringing while we were hanging up, there’s no way to hit answer on the phone that just hung up.



Any idea how to make this work?

Newest 3cx version. Fanvil phones. Using ring groups on ring all. Accept multiple calls is allowed on all extensions in the group.

 

[Saqqara]

This is how 3CX works with groups

3CX polls the extensions at the beginning of the call, and will only ring extensions that are available to take the call. As the extension was busy , it will not ring.

You can use group pickup *20* to answer the call, if permissions with the group is configure correctly and # Limit Call Pickup to calls received in their extension group' is configured with Settings - General Settings

https://www.3cx.com/docs/managing-call-pickup-permissions/

Ring groups ignore 'multiply call settings'

 

[ElementalWindX]

This is how 3CX works with groups

3CX polls the extensions at the beginning of the call, and will only ring extensions that are available to take the call. As the extension was busy , it will not ring.

You can use group pickup *20* to answer the call, if permissions with the group is configure correctly and # Limit Call Pickup to calls received in their extension group' is configured with Settings - General Settings

https://www.3cx.com/docs/managing-call-pickup-permissions/

Ring groups ignore 'multiply call settings'

Is there a better way I can set this system up, perhaps using queues to achieve the fix for this?

 

[ElementalWindX]

Anybody?

 

[JohnS_3CX]

Hi,

If you use queues, the caller who is still waiting (hearing music on hold) will stay there until the next available agent is able to answer. You will be immediatly polled once you hangup from the previous person (Queues - Ring All)

 

[leejor]

Depending on the number of RG member you are using, how often calls go unanswered, and for how long, you might consider this...
Create a second ring group that contains the same extensions as the first, if no one answers after 10, or 15 seconds, send the call to the second. Anyone that has gone idle in the meantime will then ring.

 

[Aaron Paul]

You may also try changing the “Busy Option for ring group” from ‘PBX Status’ to “Busy Status’


1. Go to settings then Parameters

2. Use the search bar, and type in – ALLOWUSEBUSYOPTFORGROUP

3. Change the Value to 1

 

[leejor]

While the use of that option will allow a second line (member of the ring group), on the set to ring, or call waiting to work, it is not recommended to change it.

Have a read through...

https://www.3cx.com/community/threads/accept-multiple-calls-use-phone-status-ring-groups.20851/