Two extensions, one agent queue question


(Geostorm91) #1

Greetings FreePBX community. I believe I have a simple problem, but I’m too new to the PBX world to know how to solve it.

I have a small shop, with one call receptionist. She typically works in the office but will often be in the garage. When the phone rings, she needs to hear it. I have the main extension in the office, with a 2nd in the garage. Ideally I’d like it so that when she is on either extension all following incoming calls are greeted with a “Currently helping another customer” announcement and placed on hold until she finishes her call.

I currently have all incoming calls hitting a ring group to ring both extensions. I like having the ability to call her office extension from the shop extension as well. I fear I’d lose that if I put both phones on the same extension.

Thoughts on how to configure it so that if ANY phone is in use, all future incoming calls get put on hold.

Thanks.


#2

Sounds like you need a queue not an rg


(Dave Burgess) #3

I concur with @dicko. A RG just rings multiple phones, a queue actually manages the call and allows you to control how it’s handled. A side benefit is that you could also extend the model so that you add functionality like “Press 1 to talk to Gladys or press 2 to hear the shop’s hours.” in an IVR…


(Geostorm91) #4

Sorry, I mentioned it in my topic, but forgot to reference the idea in my message more clearly. A queue is what I’m wanting, but I only have one ‘agent’. So I want both phones to ring, but once she has answered from either phone for it to queue all calls behind that.

Is there a “One concurrent call” per queue setting? So that when she answers from either phone the other doesn’t simply ring, and rather puts all other calls on hold?


#5

queues ring agents and agents answer queues If she logs in from one extension as a dynamic agent, only that extension will ring, chan-pjsip extensions can ring more than one physical device, not so much chan-sip ones

Of course the queue should ‘skip busy agents’ in this scenario. If she is not logged in, then the queue can fail over to an RG