Call Coverage

[jcostlow]

Hi all,

We have the potential to swap one of our customers from their legacy PBX to 3CX soon.

They like the features when I showed the phone and apps but had one question. Currently a few assistants have virtual extension keys so that their phone rings at the same time the attorneys phone rings.

I know I can setup a BLF key for the assistant but it won't ring. I know I can setup a ring group for the attorneys extension but the customer asked me what if someone dials her actual extension. I only see call forwarding for no answer. If I make a ring group can I forward the extensions calls to that ring group and end in voicemail if no answer?

 

[leejor]

I know I can setup a ring group for the attorneys extension but the customer asked me what if someone dials her actual extension. I only see call forwarding for no answer. If I make a ring group can I forward the extensions calls to that ring group and end in voicemail if no answer?

Calls to a ring group must be directed to that group, if an extension is dialled, then the call will only ring that extension. You can, however, dial a ring group number directly. Ring groups can route to any destination, if there is no answer, even another ring group. BLF keys will flash, and if the assistants desk is not far from the ringing set, then they (hopefully) should be aware of the call. If you chose to modify the template, you could have an extension appear, and ring, on more than one set.

https://www.3cx.com/pbx/blf-function-keys/

 

[jcostlow]

That is what I figured. I will discuss with the customer.

I don't see it being a huge issue as they have been forcing everyone to use the UC Suite on the current system and are supposed to update their presence state. If everyone uses the presence state it shouldn't be an issue. And everyone should dial the ring group ext.

Hopefully they will be ok with it.

 

[YiannisH_3CX]

Hi @jcostlow

There is actually a way to achieve what you want.
You can set the extensions to the Away status and enable the option " Accept calls from Ring Groups ".
You can then use the forwarding of the extensions to send all calls to the Ring Group.
So if anyone calls the extensions directly or the Ring Group the call will ring the Ring Group.
The extensions will have to be in Away status always.

You can also play with exceptions and send direct calls to the extension through the Ring Group

 

[jcostlow]

Thanks @YiannisH_3CX I will give that a try.

Customer is discussing the upgrade now.