Busy signal on away status

[A.Takacs]

Quite possibly a dumb question but bear with me

We have an extension where the call forward for the "away" status is set as follows

• internal call - send to extension
• external call - send to voice mail

Problem is when said status is active internal calls ring busy while external call are correctly sent to voice mail.

What am I missing ?

 

[jcostlow]

Could be several things on the destination extension.

Can you temporarily put the activity log into verbose mode to test and then set to normal to see what the logs show?

 

[JohnS_3CX]

You can simply try a different destination for internal calls, ie. an internal IVR.

If this works, then probably the destination extension is related to the problem like @jcostlow pointed out

 

[A.Takacs]

You can simply try a different destination for internal calls, ie. an internal IVR.

If this works, then probably the destination extension is related to the problem like @jcostlow pointed out

If I forward to an IVR it works as expected
Forwring to the extension itself triggers a busy sgnal

 

[NickD_3CX]

From the screenshot you pasted, it looks like you are forwarding the calls to yourself:


Instead of forwarding internal calls to your own extension, if you forwarding them to another Registered and Available extension, does that work?

 

[A.Takacs]

Yes it seems to work
In essence I would like to get internal calls when the status is set to "away" while not getting external one.
I might obviously not doing that the "right way"

 

[NickD_3CX]

Yes, this certainly is not the right way of doing this...
When your status is set to "Away" you are considered that you will not be answering any calls.
Your Extension will only accept calls if you are "Available" or "Available 2" (the custom status).

So, you want though that External calls don't ring your extension, so you would have to block this before the call reaches your extension.
A common way of achieving this is create a Queue for your self and put only your extension in it.
Then you point the Inbound Rule to this Queue.
Then when you don't want to accept External Calls, you simply log out of the Queue.

 

[A.Takacs]

Thanks for pointing it out. I wasn't aware that there was "business logic" built-in into the status (though they we just “place holders” to be used as one see fit). Having 2 "free" status might actually be insufficient in my use case - is there any way to extend that ?

Also what are the “business” difference (as per PABX built in rules) between "away" and "DND" ?

 

[NickD_3CX]

Currently there is no way do add more statuses.

"Away" and "DND" essentially have not differences in regards to functions. They have exactly the same concept (you won't receive any calls) but you can have different settings. If you have configured Office Hours and you have enabled your Extension to automatically switch between profiles based on these hours, during "Break" times it will switch to "Away", and outside the configured office hours it will automatically switch to "DND".