Solved Answering Service

[mendel]

Hi,

Im pretty new here and was wondering if someone can be of help.

I have a client who would like to use a answering service to handle all their incoming calls during specific hours, this answering services hours of operation are 9-5 and the business hours for my client are 9-8. The way I have it set up now is that when you dial the business number it goes to an IVR and from there the call geos to an extension I set up that gets forwarded to the answering services number.

The issue with this is that when someone calls after 5 it goes to the extension that gets forwarded to the answering service but they are closed so it goes to their voicemail. How would I be able to have that after % it goes to a ring group instead of that extension without having to manually change it from the IVR option.

Second, the Caller ID when transferred from the answering service back to the ring group shows up as the business name not the customer who is calling, is there anyway to have the customers information forwarded when the answering service sends the call back to the Ring Group or extension?

Thank you so much for your time

 

[leejor]

You might make use of the forwarding rules, in the extension, you currently use to send the call to the answering service, to send the call to the ring group, during certain hours.

As far as the caller ID...does the callers number correctly show, at the answering service, on the forwarded call?

 

[mendel]

You might make use of the forwarding rules, in the extension, you currently use to send the call to the answering service, to send the call to the ring group, during certain hours.

As far as the caller ID...does the callers number correctly show, at the answering service, on the forwarded call?

Thank you for your response.

So right now I have it that his extension automatically is available during his specific hours and once its outside business hours it gets set to away and when in away mode it gets forwarded to the ring group.

The caller ID does not show up on the mobile number its set to be forwarded to from that answering services extension.

 

[ChrisC_3CX]

So right now I have it that his extension automatically is available during his specific hours and once its outside business hours it gets set to away and when in away mode it gets forwarded to the ring group.

That would work too, so this is now sorted yes?

The caller ID does not show up on the mobile number its set to be forwarded to from that answering services extension.

If the call is being sent outward then what Caller ID will be shown may depend on a few things. First off, how exactly is the call being forwarded outward. Is it with a Profile status forwarding rule (Away, DND, etc), with an exception ,etc? Also, what SIP Provider are you using, is it a 3CX Supported one?

 

[mendel]

That would work too, so this is now sorted yes?


If the call is being sent outward then what Caller ID will be shown may depend on a few things. First off, how exactly is the call being forwarded outward. Is it with a Profile status forwarding rule (Away, DND, etc), with an exception ,etc? Also, what SIP Provider are you using, is it a 3CX Supported one?

So the forwarding part should be resolved.

The call is being forwarded to his number via the extension forwarding rules.. I set the wait to forward to 1 second and it transfers to his answering service number.

The sip trunk is Telnyx so it is a supported trunk.

Thank you for your time and response

 

[ChrisC_3CX]

Telnyx does allow Clip no Screening so they should allow it:



First thing you should do is confirm the 3CX PBX is sending the correct Caller ID out to them. First off, go to "SIP Trunks >> Edit the Telnyx SIP Trunk >> Outbound Parameters" . Check the "From: Display" and "From: User Part" parameters, they should be set with the "OriginatorCallerID" parameter:




Telnyx's template should have these values by default.

Is this what you have set?

 

[mendel]

So the forwarding part should be resolved.

The call is being forwarded to his number via the extension forwarding rules.. I set the wait to forward to 1 second and it transfers to his answering service number.

The sip trunk is Telnyx so it is a supported trunk.

Thank you for your time and response

Hi,

Thank you for your reply,

It was actually not set up like that, it was set to "OutboundCallerID" outbound caller ID taken form extension settings.

I changed it and will test now.

Thanks again

 

[Evolute IT]

Telnyx doesn't support 302 tho. I tried.

 

[ChrisC_3CX]

Telnyx doesn't support 302 tho. I tried.

If I'm not mistaken @mendel is not using 302 though.

@mendel Let us know what happens!

 

[mendel]

Telnyx does allow Clip no Screening so they should allow it:
View attachment 28135


First thing you should do is confirm the 3CX PBX is sending the correct Caller ID out to them. First off, go to "SIP Trunks >> Edit the Telnyx SIP Trunk >> Outbound Parameters" . Check the "From: Display" and "From: User Part" parameters, they should be set with the "OriginatorCallerID" parameter:
View attachment 28136



Telnyx's template should have these values by default.

Is this what you have set?

So this was the reason that the caller ID wasnt being forwarded, customer stated its working now after changes.

Thank You all for your help!!

 

[ChrisC_3CX]

You're very welcome!

Please feel free to start a new thread should anything else come up!