So we have two PABX A&B.
A takes support calls to a queue and then uses dummy extensions to poll users in the queue locally and A and across the bridge.
(Let's say Users 1, 2 and 3).
This works OK normally, except when someone on bridged B system is not logged into the system or set DND. (Lets say User 3)
When that happens, the call goes direct to User 3's voicemail and users 1&2 don't receive any rings.
We suspect that because 3 is set DND, and DND behavior, the system as far as it's concerned is that the call has been 'handled'.
We cannot seem to find a work around for this and are almost at the point where we will be dumping all our 3CX systems.
What we have tried:
Instead of polling individual users, we put them all into named queues and poll queues instead- same thing happens.
Varying ring times on queues - does not work as a DND just gets acted on immediately.
It's almost like we need a status that can be set to "ignore this user completely if not logged in".
We are going to try centralising our global support system into a single PABX located geographically somewhere central to reduce latency. Not ideal as the impacted users may suffer latency, callers will be paying international rates and juggling all the office timezones and daylight savings will be a nightmare.
Does anyone have any suggestions?
A takes support calls to a queue and then uses dummy extensions to poll users in the queue locally and A and across the bridge.
(Let's say Users 1, 2 and 3).
This works OK normally, except when someone on bridged B system is not logged into the system or set DND. (Lets say User 3)
When that happens, the call goes direct to User 3's voicemail and users 1&2 don't receive any rings.
We suspect that because 3 is set DND, and DND behavior, the system as far as it's concerned is that the call has been 'handled'.
We cannot seem to find a work around for this and are almost at the point where we will be dumping all our 3CX systems.
What we have tried:
Instead of polling individual users, we put them all into named queues and poll queues instead- same thing happens.
Varying ring times on queues - does not work as a DND just gets acted on immediately.
It's almost like we need a status that can be set to "ignore this user completely if not logged in".
We are going to try centralising our global support system into a single PABX located geographically somewhere central to reduce latency. Not ideal as the impacted users may suffer latency, callers will be paying international rates and juggling all the office timezones and daylight savings will be a nightmare.
Does anyone have any suggestions?
