Call waiting - notify caller

Discussion in 'General' started by Xexexe, Mar 11, 2011.

  1. Xexexe

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    Hi,

    Mods: Perhaps not fully an Elastix specific issue but dont know if its * or Freepbx
    so posting it here

    The requirement is that a caller gets a tone (or even an audio message)
    when they call an internal extension that is busy but has call waiting enabled.

    User A calls B and they talk
    User C calls A and the phone rings (as A has call waiting on)
    C does not know that A is on another call though....

    Is there a way of letting them know (no FOP or BLF buttons available) ?
    Where in the dialplans should i be looking into ?

    Thanks.
     
  2. Amphibian

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    Xexexe.

    Welcome.

    1: Disable call waiting under the users extension setup so that calls go directly to VM,

    2: Set up users extension to goto a ring group with a recorded message stating that user is on the phone (one is already in the Elastix software, read "Ealstix Without Tears"),

    3: Setup a custom context that would allow for this.


    I'm sure there are other ways, but at least this gives you something.


    Amphibian
     
  3. Xexexe

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    Hi Amphibian,

    Thanks for the reply.

    The thing is that i do not want to disable call waiting as
    i want the user to be able to pick up the call.
    So, the called party sees the incoming call and the
    calling party gets notified that they are calling someone
    who is on another call.

    A queue is an option but i want to know if there is
    a "clean" way..

    Thanks.
     
  4. Amphibian

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    "A queue is an option but i want to know if there is
    a "clean" way.."


    This is a "clean way" to do it, I use this method, very simple and easy to do. When a caller calls my number, that number has a inbound route to my extension which has a ring group/call cue that lets the customer know that I'm on the phone and then advises them (while music or advertisement messages are played) where they are in line and an estimated time before I answer.

    Very easy to set up. If you read the Elastix Without Tears manual it will explain how to do this and more.



    Amphibian
     
  5. Xexexe

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    Hi Amphibian,
    Thanks for your suggestion. El.Wi.Te was indeed one of the texts
    i checked to no avail.

    What you are suggesting works fine but disabling "Call waiting" is
    not an option in my scenario. Here's an example:

    Boss talks to a customer and secretary calls him.
    Secr realises that he is busy (that's what i am after basically)
    and he can see the call and ignore it.

    Boss talks to wife and secretary calls him.
    Secr realises that he is busy but he is waiting for
    an important call so she does not hang up.
    He sees the incoming call,
    excuses the wife :) and answers it.

    Thanks.
     
  6. Amphibian

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    Xexexe,

    I guess I should have asked, what type of phones are you using? Are they Softphones or like Grandstream desk-sets?

    Desire:

    "Boss talks to a customer and secretary calls him.
    Sec realizes that he is busy (that's what i am after basically)
    and he can see the call and ignore it.

    Boss talks to wife and secretary calls him.
    Sec realizes that he is busy but he is waiting for
    an important call so she does not hang up.
    He sees the incoming call,
    excuses the wife and answers it."

    Solution: Based on Softphones or Desk-sets with either call-waiting option or two-line option

    On Elastix PBX Server,
    1: set up route to extension,

    2: On Extension, include call-waiting only if this extension is a single line otherwise disable call-waiting,

    3: Select "Queue" Set up a queue, give it a queue number (anything number other than the actual extension number or a feature number (like queue number 9010))

    4: Select "Follow Me" on PBX Extensions, setup follow me on this desired extension, then at the bottom of the Follow Me under "Destination if no answer" select "Queues" and then select the queue that you just setup.

    5: Save your work

    How it works:

    Your Extension say is 5000 This extension has the follow me/queues set up
    My Extension say is 5002

    Extension 5000, you are on a call, 5002 calls you from my extension (or outside line), since you are using the extension, you will get typical beep on single line phone of incoming call or the second line will begin to ring, if you ignore or don't answer it within a prescribed amount of rings it will automatically take me to the queue, begin to play MOH and announce every few seconds that I am "first in line, etc...." and during this time frame your extension will every few seconds try to ring you again at which time you can ignore or answer it. With most Softphones and desk sets it will display whom the call is from so that you can tell if you need to answer it or not. Also if it is a desk-set that has the "Intercom" option then the person calling can always use intercom to announce if they need you in a hurry.

    Like I said, it's not the only way, it's is only a suggestion. It works for our needs here without a problem and is simple to setup till something else is configured. I not a master at this, I'm sure some of the other guys could tell you a better or proper solution.

    Try it with call waiting and without, see how it works for you. You can always choose to place your current call on hold then answer the incoming call or totally ignore it or send it to a voicemail after so many minutes on hold. I have set my extension to ring me as call waiting, if I don't answer it or choose to ignor it then I have it follow me'd to my secondary extension where I send it to voice mail upon busy or no answer. All kinds of little games you can do with incoming calls to your extension.

    Amphibian
     
  7. Xexexe

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    Amphibian,

    I am using IP phones with 3 extensions

    Your suggestions are along what i've been thinking and it
    seems that its the only viable option at the moment.

    Another option is a second extension on the phone, make the primary
    one as 'non call waiting' and set it to forward to a queue if busy.
    In that queue the announcement says "busy plz wait" while the
    secondary extension is a static agent and
    rings giving the called party the chance to answer.

    Have some karma for the effort....
     
  8. Amphibian

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    Thanks,

    Sounds like you may be on the right track. Let us know what you get worked out and how well it meets your needs.

    Don't hesitate to come back if you need more assistance.


    Amphibian
     

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