Call Diversion

[kirantekne]

Hey does anyone know how to best perform the following actions in a current client scenario.

Two desk phones are in a ring group where both phones ring.
The users of these phones have the 3cx app with seperate extensions from their desk phones to avoid the app ringing at the same time.
When they leave for the office either one of them want to be able to put a diversion from their 3cx app to forward calls to a mobile number. However their 3cx app is not set to the same account as their desk phones.


What is the best way of acheiving this?

Thanks

 

[eddv123]

Maybe I have missed something here but I cannot see why you would want to have 2 separate accounts for hardphone and client, the point of 3CX is mobility (so you can move location without the need to put on diverts) and/or make one change (like DND) and it echo on all linked extension devices.

What make and model are the desk phones ?

 

[kirantekne]

The client doesn't want the same numbers to ring their app as well. So when in the office they want to only use the desk phone

 

[kirantekne]

The client has two main lines and they want their desk phones to both ring simultaneously when a call comes in to either of the lines. But they don't want their 3cx app to ring at the same time. However they want the ability to set the status of the ring group which I created to away and forward to a mobile number.

However after a thought and research I dont think putting either deskphone (Yealink T58A) to away will make the calls to not come through as they are part of a ring group.
Therefore if I create another extension assign the two DDIs to that extension then do a forwarding rule from the extension to the extension associated with the desk phones. That way they should be able to switch accounts on 3cx app and set the status to away or do not disturb correct and choose how they want calls coming in then?

 

[eddv123]

That's quite a requirement.

What you have done seems quite logical and is far better than sticking multiple extensions on a single endpoint. The only other way to achieve this I think would be to stick the phones in queue or ring group, assign the DDI's and ensure the inbound lines present the queue name in front of them so you can differentiate between calls.

I have done the queue option myself in a similar setup. Ring groups to my knowledge should be OK with status settings but Queues require login/logout. Have you tested ?

 

[kirantekne]

The thing is the requirement is more evolved around both users leaving out of the office and forgetting to put some sort of forwarding or diversion on their desk phones. The problem is if both phones are in a ring group or queue if either person sets the status to "away" calls will still flow through. What they want is if either one of them are out or both users are out they want to just be able to set the main line calls to flow through to their mobiles.

 

[Peter Richardson]

use one of the BLF keys for setting their status. When they're away, just press the BLF button for "out of office" and set that status to forward calls for that extension to the mobile extension. Would that work?

or set the timeout to 10 or 15 seconds - if they don't answer the deskphone within that time, it rings their mobile sip client

 

[kirantekne]

Yeah that I can do on the desk phone. But its more if they forget to do this. Also if you are part of a ring group can one person setting their status to away does that change for the whole ring group - I dont think so.

 

[Peter Richardson]

true, you can't easily divert the whole ring group.

thoughts on short timeout? (above)

how about switching to a queue - then you can keep the mobile clients logged out until you're ready to use them. When they go out of the office, log in on the mobile client. When they get back, log out.

 

[kirantekne]

Short timeout - Good thought but they don't want timeout as its more of a manual requirement.

Switching to queue - a bit of process and the client is quite anti-friendly in terms of using technology.

I think I have figured it out. I have created another extension where I have assigned the two DDI's (main lines). Then I have done a forwarding rule set the available status to forward after 1 second to the ring group. That way the desk phones can ring simultaneously. And their 3cx app will be configured with the extension where the DDI's are assigned to and when either of them set the status to away they can choose to change the mobile number at that time.