After hours call diversion and CID

[NicoC]

Hi All,

I was hoping that someone may have an idea on how we could achieve the behaviour we used to have on our old PBX where an after-hours call receives a message and then diverts to a mobile phone

With the office hours, I know that you can have a call go to an external number and this would send the CID out as the number that called. The limitation to this is that we can't have a message stating that the call would incur after-hours rates for technical support

The way that I have got around this is to have after-hours point to an IVR that has our message. If they stay on the line for 5 seconds it then sends the call to our on-call extension that has the mobile phone number listed and the extension is set to ring mobile at the same time.

The problem with this is that the call always shows as coming from our office rather than the number of the person who called. This makes it difficult for our on-call techs to be able to call the person back if they missed the call as it shows it has come from the office.

Unfortunately IVR does not give you the option to send to an external number so I am not sure of another way to skin this cat

 

[VasilisV_3CX]

Hi @NicoC,

We need to know a few things first in order to better assist.

How have you set this up, is the IVR forwarding to an extension that has ring my mobile simultaneously enabled?

Which provider are you using? Do they support Clip No Screening?

 

[NicoC]

Hi there,
Yes at the moment the call flow is as follows

Trunk -> After hours goes to IVR -> IVR to extension 1500 (Ring mobile simultaneously)

Our sip provider is Symbio/MyNetFone

According to the following page (https://www.3cx.com/partners/sip-trunks/australia/) Clip No Screening support is not supported. Although the old system was so they might not officially supported it may work

 

[VasilisV_3CX]

Hi @NicoC,

The call flow works as intended since Clip No Screening is not supported. I would speak to your provider regarding this, as they may offer clip no screening as an additional service or perhaps can assist in some other way.

 

[NickD_3CX]

Just to add to what my colleague said, the information about what each feature a provider supports, like Clip No Screening, we get it from the provider themselves.

In the vast majority of cases, if a provider does support this feature, we can configure the template and specifically the Outbound Parameters in order to cater for this.
Unfortunately, there is not fixed set of settings that we can tell you to try, each provider is different in their requirements.

Depending on what your provider tells you, you could read up on how 3CX works here, and specifically in the Outbound Calls section to find what parameters you need to use based on the feedback from your provider.