3CX ring groups not forwarding

[Skippie]

Good day,

I have a customer where the incoming calls a routed to a ring group with two members. We have an after hour message in place. What they would like to do is if both those extensions are placed on DND the calls must be routed to the after hours message. So basically the forwarding rules of the extensions are not working if the calls comes in via a ring group. Is there some work around with this.

We are running V18 at the moment on a standard license.

 

[Evolute IT]

Good day,

I have a customer where the incoming calls a routed to a ring group with two members. We have an after hour message in place. What they would like to do is if both those extensions are placed on DND the calls must be routed to the after hours message. So basically the forwarding rules of the extensions are not working if the calls comes in via a ring group. Is there some work around with this.

We are running V18 at the moment on a standard license.

Simply use the DNA (Destination No Answer):

 

[Skippie]

Thank you for your reply. This would have helped but at the moment my destination when no answer is a busy message "All the operators are busy, please hold" and then it goes back to the ring group.

Sorry I should have been clearer about this.

 

[Evolute IT]

Thank you for your reply. This would have helped but at the moment my destination when no answer is a busy message "All the operators are busy, please hold" and then it goes back to the ring group.

Sorry I should have been clearer about this.

Then use an IVR to play that prompt and set the IVR to go to the ring group. You'll get an infinite loop.

Otherwise, upgrade to Pro and use a call queue! It does that and more!

 

[leejor]

Extension forwarding options are only followed on calls direct to the extension number, and ignored on ring group calls.

 

[ChrisC_3CX]

Extension forwarding options are only followed on calls direct to the extension number, and ignored on ring group calls.

Just want to add that this is indeed true with just a small exception being that you can have a Ring Group call follow the extensions forwarding Rule for DND or Away if that forwarding rule is configured to route the call to an external number.

Note: For this to work the "Allow forwarding to external numbers in Ring Groups and Queues" setting must be enabled under Settings >> General.

 

[Clément Rousseau]

maybe you can indeed find a workaround depending on the context, are users recieve calls direcly too ? (in addition to calls via this ring group ?) do the have a fixed schedule ? it can help finding a workaround.

but ofc it will not be clean way of doing and proper way is to use a queue as ConceptsWeb told you.