answer multiple calls from que simultaneously

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This conversation has been merged. Please reference the main conversation: Call Queue: requesting Call Waiting for queue members

I would like to be able to answer a call from que even if I am on a call. We are using Cisco 303 right now. So even when on a call I would like to option to seeing who is calling in from the que and maybe put my call on hold and answer the call that is coming in.
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Dil Singh

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Posted 2 years ago

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Call que's are SINGLE THREADED.  So the only way is to have a second phone on your desk.  I know that is not practical but just saying.

Do you need a call queue?  if not there are other ways to configure the call flow to allow what you are wanting to do.

Chuck
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Chuck@Yoritguy.com
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Dil Singh

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All our calls come in from the que. Customer calls us, it goes to the que and then we answer. Now at night and weekends, there is only one person on the phone. It would be nice if he/she can pickup the phone and just tell them to hold a min. Save the log process of them leaving voicemail, the listen to it, then call back.
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Here is a thought.  If it is just the weekends when you have one person to take calls, just create a new extension for that user and redirect the calls from the queue to the extension.  this way they could do what you are saying and then just put it back during the week.

You possible could establish a rule to do this so that it is automated.

Makes sense?
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Dil Singh

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Not sure how that will work since we can't take more then one call coming from the que. So now the new extension is not able to take more than one call as well. The Cisco phones have 3 lines so I am just thinking why don't the que ring line 2 or 3 or able to set it up that way.
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I guess I mean, redirect incomming calls from the queue to just a NON queue extension.  In that case you should be able to leverage the other available lines on that phone.  So you will not be running calls through the queue on the weekend but will on the week days.

Make sense?
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Billy O'Neal

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I would love to see that ability added in.  The way we get around it in our setup is to give all the member of the call queue presence and permission to answer calls from each other.  With that setup, they can reasonably tell that the incoming call is a call queue call because the presence lights flash for all the other members.  Then, they just place the current call on hold and grab the incoming call by pressing the presence button of one of the other members.
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Dil Singh

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Billy,

That is a great workaround during business hours, I am going to set that up for us. It still won't work for weekend/nights cause we do remote/cell phones app only at that time ;)

Thanks!
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Remember Dil, with the SPA 301 you will only have 1 button per phone to assign other phones as Billy states.

Billy what phone are you using?  SPA 509?  

Let us know
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Billy O'Neal

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We use PolyCom VVX 410.
(Edited)
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Dil Singh

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We only use the Cisco 303 in our office. The 303 can have 3 lines going at once. I used to do this same thing with Vonage where calls would come into line 2 if line 1 was busy. This way you can take more then one call and if you missed a call you would know who it was.
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I get it, but if you want to leverage what Billy has mentioned, you will need to use presence, which means that 2 lines of the 3 will be assigned to the phone and you will only have the 3rd button to use for presense.

does that make sense?
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Dil Singh

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Yes, but I would still like to see this feature added, cause then the presence won't get any more calls from que plus the recording will go under there account.

It's a good workaround, but still won't fully cover the need for being able to get calls from que when on a call.
(Edited)
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I think you could just redirect incomming calls on the weekend to a NON que extension that will allow you to answer multiple calls.

Like I said above this could be accomplished with a rule to make it automated

Chuck
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Claudio (Customer)

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We solve this using "Ring Group" instead of Queue... our sales guys can answer more than one call at the time because they always looks like "available"...
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Dil Singh

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Claudio,

I would like to try to out the 'RingGroup', how was it set up? Can I still use queue's with it so calls get greetings when they call and option to leave vm etc.
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MARION

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I have the Polycom 411 .  I am the receptionist and need to be able to answer all calls which I can do now except for when I am on the phone.  The green light for me does not light up.  I would like to be able to put my call on hold and answer the incoming call.  Is this possible?

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