How to set Your Forwarding Rules on the 3CX clients
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Configuring your Forwarding Rules

Configuring Forwarding Rules

On this topic

Configuring Forwarding Rules

Introduction

Configuring Call Forwarding Rules

Call Forwarding

Available Status

Away and Do Not Disturb

Lunch and Business Trip

Same for all statuses

Exceptions to Forwarding Rules

Creating an Exception Rule

Setting the Hours

See also

Introduction

Let’s say you are trying to write a blog post, or finish your bank allocation, and your mother keeps calling you. Setting a forwarding rule can avoid a lot of hassle from “why are you not answering your phone?!” to “why did you hang up the phone on me?”. The call forwarding feature allows you to automatically forward an incoming call to voicemail, another extension, an external number, your mobile, or send a busy signal, depending on your current status and time.

Tip: You can configure your client to automatically switch between Available and other statuses based on your office hours. Ask your administrator for this feature.

Configuring Call Forwarding Rules

  1. Click or tap on your status.
  2. From the list click or tap > to access the forwarding rules for the selected status.

Note: In Windows you can also access them from Settings ⇒ Call Forwarding

  1. From this screen you can select your status message, when your status should be switched back to previous status, i.e. after one hour, and where your internal and/or external calls should be forwarded to during this time.

Call Forwarding

Incoming calls can be treated differently according to the selected rules set for the status. There are five statuses to select from as seen below.

Available Status

Unanswered Calls

  • No Answer Timeout: You can set the time in seconds during which time you will be able to answer the call. If the call is not answered during that time frame then the forwarding rule will come into effect.
  • Forward To: Where to forward a call when there is no answer and the timeout expires.
  • My Voicemail: Forward to your voicemail.
  • Extension: Select the extension you wish to forward your unanswered calls to. Check the Voicemail option to forward the call to the extension’s voicemail.
  • My Mobile*: Forward to your mobile number. Your mobile number must be specified in 3CX Phone System by your administrator.
  • External Number or Skype ID*: Enter an external number to forward your calls to.
  • System Extension: Forward to a special extension set by the administrator i.e Conference
  • Send Busy: Disconnects the call after the timeout expires.
  • Forward Internal Calls To: Where to forward internal calls when there is no answer and the timeout expires.
  • Follow the same rules applied in Forward To. Additionally, there is the option of “Same as all calls”, where it automatically takes in action the rule set on the above section.

Busy or Not Registered

When your 3CX client is busy or not registered, you can set calls to be handled using the same options as above.

Also Ring My Mobile

If this option is checked and you have a mobile phone number specified in 3CX Phone System, it will also ring your mobile number.

Accept Multiple Calls

Allows you to receive a second call if you are already on the phone.

Away and Do Not Disturb

The Away and Do Not Disturb statuses have an additional forwarding rule:

Switch status back after

You can select to automatically switch back to your previous status after a specific period of time.

Lunch and Business Trip

The “Lunch” and “Business Trip” statuses have almost the same options as the “Available.” Additionally it has:

 

Custom Profile Name

Enter a custom profile name to provide extra details. Combine this with a custom status.

Same for all statuses

Custom Status Message

Enter a custom status message to provide extra details. For example if you enter “Checking invoices” your status will appear as “Available - Checking invoices”.

*Rebound: When the rebound option is enabled, the called party will be notified of an incoming call and will be given the option to take the call or to direct it to voicemail.

Exceptions to Forwarding Rules

As mentioned in the Introduction paragraph, you can have calls from a particular number redirected. You can have a set of predefined numbers (max. 15 exceptions per extension) which will be treated differently from regular calls.

Important note: These Exceptions can be set ONLY through the 3CX Client for Windows or Mac.

Creating an Exception Rule

  1. Go to Settings and select Call Forwarding.
  2. Click on Exceptions.
  3. Select the  button to add a new rule; where you have to complete the Calls from Caller ID” field, in which you type the number you want your exception rule to apply for, the Received During, in which you specify when you want the exception rule to apply (see below for more information) and the Forward To.
  4. Click OK to return to the Exceptions Rule list where you will see your newly configured exception listed.
  5. Click on the  button to save.

*Rebound: When the rebound option is enabled, the called party will be notified of an incoming call and will be given the option to take the call or to direct it to voicemail.

Setting the Hours

When you are creating an Exception rule, you can specify the exact timeframe when you want the rule to apply:

  1. From the Received during section select from one of the below options:
  • All hours.
  • Office hours.
  • Out of office hours.
  • Specific hours: Hours that you have specified.
  • Specific hours excluding holidays: Hours that you have specified, excluding holidays.
  • Outside specific hours: The rule applies when out of specified hours.
  • Outside specific hours including holidays: The rule applies when out of specified hours, including holidays.
  1. Click Configure to configure the time for the selected rule.
  2. Select the time interval during which the rule will be active, by filling in the From and To fields for the days that you want this rule to apply.
  3. Press the Plus button to add it to the selected day. You can add multiple hour intervals for multiple days by repeating this process.

Important: In Mac, you can change the Profile status as mentioned in the Configuring Call Forwarding Rules” section of this document. In order to set the forwarding rules and the exceptions you will have to press the Call Forwarding  button.

Note: Even though you have set an Exception Rule, the call will appear as a missed call on your notifications screen. 

See also

You might also be interested in:


Ask a Question

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Technical support or pre sales questions must be posted via the support or sales channels and such comments will be deleted. Thank you for understanding

Leave a Reply

  1. Imran Saleem

    selected “Accept Multiple Calls” Option but 2nd call not landing on LINE2 of my softphone, just goes to audio “Extension Busy”, pls guide,

    March 7, 2016 at 1:47 pm Reply
    • Charalambos Eleftheriou

      @Imran, Thanks for the question. Unfortunately due to the limitation of these in page comments we are unable to offer direct support for issues that require investigation to resolve. Please contact your 3CX reseller/partner or distributor to open a ticket with our support team so that they can look into this for you. If this is not an option for you, please ask this question in our user forums and I am sure that one of out very capable users and partners will be able to assist you further. We also have a dedicated 3CX Support Engineer browsing the forums and guiding people in the right direction. Please find our forums here: http://www.3cx.com/forums/3cx-ideas-f57.html

      March 7, 2016 at 3:23 pm
  2. Jeff Perkins

    Can someone be given access to other extensions to manage their forwarding rules?

    August 3, 2016 at 5:49 pm Reply
    • @Jeff You can grant an extension with Group Manager rights and they can be able to manage the extensions that are part of the groups. Full solution coming in SP2.

      August 4, 2016 at 12:39 pm
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