Limit extension to 1 call only

[3d3dman]

We are using FusionPBX Call Center

We have 2 phones registered to the same extension (325).

Requirement:

• The extension should only ever have 1 active call total (either inbound or outbound).
• No call waiting.
• If the extension is already on a call, any new inbound calls (which enter via the Call Center queue) should remain in the queue and not ring either handset.

Current behaviour:

• If we receive an inbound call and are already on an inbound call, it correctly stays in the queue.
• However, if we make an outbound call from extension 325 and someone calls inbound via the Call Center queue, the second handset still rings.
• This suggests Call Center is not recognising the extension as busy during outbound calls.

Extension settings:

• Two devices registered to extension 325.
• Call Limit on the extension is set to 1.
• Inbound calls enter via Call Center queue (extension 700).

Agent configuration:

• Single agent
• Contact = user/325@domain

Question:
How can we enforce a hard limit so that extension 325 (with two handsets registered) can only handle one total active call, whether inbound or outbound, when using Call Centre?

 

[3d3dman]

Can any anyone work out the issue - totally stumped

 

[NVGcom]

You should use extension settings and limit_max variable.

Chwck this thread limit-max-setting-on-extension-is-apparently-ignored.8412
Mark Crane, maker of FusionPBX responded.

 

[alexc]

Search for call_waiting in default settings if you want to disable it globally, or copy the name and value and add it to the Settings section on device edit.

 

[3d3dman]

You should use extension settings and limit_max variable.

Chwck this thread limit-max-setting-on-extension-is-apparently-ignored.8412
Mark Crane, maker of FusionPBX responded.

Thank you - from the link what changes/additions would I need to make - reading these things is not my strongest ability - assume I need to do this in a dialplan?

 

[3d3dman]

Search for call_waiting in default settings if you want to disable it globally, or copy the name and value and add it to the Settings section on device edit.

Thank you - we have tried manually turning off call waiting but no difference

 

[kenn10]

reading these things is not my strongest ability - assume I need to do this in a dialplan?

When you are making an outgoing call on one of the devices on 325 and the call center code is not seeing that the extension is in use already, I doubt setting the variable for only one call is going to help. I'd say the code needs to see if any of extension 325 devices are in use. I'd recommend you sign up with FusionPBX for some support time. I'm sure they can do some customization for you. The support plan is quite reasonable and your application of having two devices on one extension for call center is very non-standard.

 

[NVGcom]

If you require only 325 to be limited to one call, and other extensions having call waiting, setting it to off domain wide isn't a good idea. If you have more domains, global is definitely not a solution.
Setting Dial Plan tool variable to limit is one way.

I would just create two agents, 325 and let's say 326 under Call Centre. Wouldn't use FIFO queues. You can use log in/log off for second extension. This can be set via portal or queue toggle BLF. You can remove the need for password under the dialplan manager for the queue.
If you require 325 to be visible, but not 326, then set effective caller ID number within 326 extension to 325.
You can also set name on the phone to show 325 instead of 326.
You could disable call waiting on the phone, but the CC should detect !user_busy and leave the call in the queue.

Another way, if you want both to be 325, is setting DND on the phone and making outbound call. This will send extension wide busy, so the second call won't ring. Disable it when waiting a queue call.