I’m wondering if I can create a rule for handling an incoming call during a call in progress. Right now there’s a beeping sound (I guess that’s call waiting) but the caller doesn’t know, they just think the phone is ringing and not being answered. Do I have to de-activate call-waiting and then there’s a way to handle incoming call when busy?
Hello @SumGuy,
It really depends what you want to achieve. What behavior you are looking for when there is an incoming call. Like, if you want music, you can setup a simple ring group and have music. If all lines are busy, then it will go to the voicemail.
On the technical side of your question, there is no way to know there is already a call in progress. But on some devices it is possible to disable the “Call Waiting” feature. If disabled, your device will be “Busy” on the server side and the call will go directly to the voicemail.
Kind regards!
I’d want these callers to get a new IVR menu where they are told the person they’re calling is on another call and they should call back in maybe 15 minutes. They wouldn’t really be getting any choices here, just maybe repeat this message or hang up. I wouldn’t give them the choice to leave a message because the person doesn’t really check messages (elderly relative with basically no technical ability to interact with a telephone other than pick it up when it’s ringing).
Hello SumGuy,
Unfortunately I would not know how to do that with the current feature set. If it was possible to select an IVR instead of a voicemail in the ring group, this would be simple, but it is not possible.
Maybe someone else can figure something for this scenario.
Kind regards!
It appears I am not reading well today.
Do you mean to say “Can I have the 2nd call go straight to voicemail?” instead of having Call Waiting?
Hello @curlycord,
Yes, but only if you can disable “Call Waiting” in your device.
- If you can do so, it will be busy, and will land directly in the voice mail.
- It is mostly dependent on the device you use.
Some softphones also have this setting.
- For example, in Groundwire, in the account settings, you can disable call waiting.
- This will give the desired behavior: all incoming calls during an ongoing call will land in the voicemail (as set for that sub account).
Some phones (business) are more sophisticated and allow both call waiting and multiple lines and it is even possible to have two visual indicators/buttons to see “Call Waiting” calls incoming as a separate line/button. But to have a direct to voice mail behavior you must have only one line with no call waiting.
Kind regards!
PS: Sorry, I thought it was a question, but you were clarifying the question. I leave this answer anyway.
I think the answer is to disable call-waiting, which is done in DID settings, fail-over, max-capacity setting. Enable the setting and set it to 1. If I understand this correctly, this means there is only 1 connection allowed at any one time. You must define how the second caller is handled - but I don’t see “Busy Signal” being one of the options. In my case I guess I would record a custom message saying the person is currently on another call, so try calling back later”. But if one wanted to give a busy signal, I’m not sure how to do that here.
Hello @SumGuy,
I did not know about the “Max Capacity” beta feature. Yeah, this is fine if you do not want more than one incoming call for a DID (which is your case). If there is more than one call at the time, then you can redirect to the voicemail.
Well spotted!
Kind regards.
Unanswered still:
and also to confirm: that you do not want the option to dismiss the call while on the phone to send the second to voicemail.
lol, I also was not decoding correctly. I spent a couple hours testing and noting, only to second guess SumGuys original post as to what he wants.