Automating On-Call Call Forwarding Based on Pre-Scheduled Rotas

[Reece Cawthorn]

Hello,

We have a customer who utilizes 3CX (v18, soon to be v20) across their organization.

As part of their operations, the customer maintains a rota for on-call staff members that changes daily. Currently, the process involves manually updating the external call forwarding destination each day to match the assigned on-call staff member (e.g., Person 1 on Day 1, Person 2 on Day 2, etc.).

The rotas are typically planned up to two months in advance, meaning the on-call schedule is known well ahead of time.

With this in mind, I’m looking for a way to automate the daily call forwarding updates, eliminating the need for manual configuration. Specifically, I’d like to automate the external Out-of-Hours (OOH) call forwarding destination to reflect the pre-scheduled rota.

I suspect this may be achievable using 3CX's Call Scripts (FKA Call Flow Designer (CFD)), but I am not completely certain.

Any guidance or suggestions on how to approach this would be greatly appreciated. If additional details are needed to provide a more specific solution, please don’t hesitate to ask.

All the best,

Reece

 

[VoIPTools]

It is absolutely possible to do this through a Call Flow Designer (CFD) application (or script).

However, before you make a huge investment in developing a custom solution, you may want to take a look at our 3CX On Call Manager. This tool makes it simple to create and assign recurring schedules using a web-based calendar, and supports both live-answer as well as voicemail for after hours support staff.

We also offer escalation (up to 30 levels) with an unlimited number of staff in each level. Notifications are accomplished via phone, email and native SMS messages. We also log when the call came in, who was notified, and how they were notified, and if the case was escalated and to whom.

In the next few weeks will will be releasing a completely new version that includes integration with OpenAI, a new modernized user interface, a significantly improved (simplified) software design, support for Linux, reduced hardware requirements, and improved performance.