QUESTION ring group and 2nd call before answered

[Brianmac]

I have a single ring group that rings all extensions. If a call comes in, all phones ring, if a 2nd call comes in before the first was picked up, it goes to voicemail. How can i put the second, third, forth incoming calls on hold, until the first call is answered...

Thanks,
Brian

 

[ostridge]

How can i put the second, third, forth incoming calls on hold, until the first call is answered...

How about setting up a Queue. ... Applications/Queues
From incoming route you could set the destination to a ring group, where there are various options as to how it is handled. The Queue also has a destination setting (from the same list).

Applications/Queue Priorities
This also can be set up to raise the urgency - depending a callers place in the queue.

See also Queues Module User Guide

 

[Brianmac]

thanks! Will that screw up a single call then? If a single call is not answered, it then goes to general voicemail.

Right now a call comes in, goes to ring group for 5 rings, if no one picks it up it goes to a general voicemail box. I want a call coming in, to go to ring group, if a second call comes in before the first is picked up, then I want the second to go to hold music. Once the first call is answered, then I want the second call to leave hold and go to ring group....
maybe I'm not saying it right?

 

[kenn10]

If you only want one person to answer all the first call and never ring the other phones for second call and beyond, what is the point in the ring group in the first place? Please explain your business case in better detail.

 

[Brianmac]

again, I'm not explaining the issue properly...sorry!

All calls come in on the same DiD. When a call comes in it goes to the ring group(all phones), if someone picks up the phone - done. If no one picks up the call after 5 rings it goes to a voicemail.
Now the issue is, when someone calls, phones are ringing, if another call comes in, while the ring group is still ringing from first caller, the second caller goes immediately to voicemail. We dont want that to happen, we want the second call to NOT go directly to voicemail and maybe go to hold music, till the first call is picked up(from ring group - someone answers), then want the 2nd call to go to the same ring group to ring rest of phones.
Its a timing issue. 2nd caller(while phones are still ringing from first caller) goes to voicemail and we don't want that...
Does this make more sense?
Brian

 

[kenn10]

I think the best thing is to have a queue group set for ringall. Assign all phones as agents to the queue. Whomever answers the first call will not get another call but the other phones in the queue would ring. You will be able to hold the second to nth caller while the first is ringing. If six calls hit the queue and 4 phones are available, 4 phones will ring and the last two will queue with music or whatever you set the queue for. You can also set the queue timeout so if they are on hold too long, the callers are sent to voicemail.

The only other option I can think of is to use PJSIP and put a button for one extension on all phones. Set up a queue with only that one extension. Only one call can ring that extension at a time and would ring all phones. The others would queue until the first call is answered then that call appearance would ring on the other phones for the next in queue. When the first call is answered, the others phones not in use can ring.

I haven't tried this but it might work for you.

 

[kenn10]

On your current ring group, do you have all the extensions in the ring group? If you set the ring group for ringall instead of ringall-prim, I believe the second call should not go to voicemail so long as the other extensions in the ring group are available.

 

[MGD4me]

As @kenn10 recommends:

I think the best thing is to have a queue group set for ringall. Assign all phones as agents to the queue. Whomever answers the first call will not get another call but the other phones in the queue would ring. You will be able to hold the second to nth caller while the first is ringing. If six calls hit the queue and 4 phones are available, 4 phones will ring and the last two will queue with music or whatever you set the queue for. You can also set the queue timeout so if they are on hold too long, the callers are sent to voicemail.

This works fine, and does exactly what you want. I use queues for the same purpose.

 

[Brianmac]

I'll test out queues - thanks guys. As always, I appreciate the help!!!
brian

 

[islandtech]

IncrediblePBX 2021
ring group 600
extension list = all extensions
ringstrategy = ringall
works like it should
first call is ringing the group, I place a second call and it also rings until someone answers
Since it doesn't work that way for you then call waiting must be disabled on your extensions

 

[Brianmac]

call waiting is enabled on all extensions...

 

[ostridge]

call waiting is enabled on all extensions...

Problem seems to be the destination on exit from the Ring Group
I have incoming route point to ring-group and r-g with ringall, on no answer goesto destination to vmail.
It rings the first call and while answering, second call rings other extensions in r-g