Hi All,
I have a request from a client to achieve an outcome, but I am not sure how to do it.
Scenario:
Caller dials main number, and IVR answers
The caller chooses Option 3 - Customer_Services
This transfers the caller to the Customer_Services Ring Group
The ring group is setup as a 'prioritise hunt group' consisting of five extensions, this fifth one being a voicemail only extension that emails any voicemails to a group mailbox
This is all fine and what the client has requested.
However, they also want to be able to have the calls go to a duty manager, who on another extension entirely, when the customer services team is not around (out of hours), but with the proviso that they do not want this setup on a pre-set schedule, but rather to be something that is enabled by the last customer services person to leave for the day.
Other considerations:
We are not able to install the softphone on their computers (corporate IT have not approved this yet, and it might be some way away, so we are assuming it will never be allowed)
We could, if it would enable this, provide a mobile phone to be left in customer services, with the 3CX softphone installed, and connected to an extension number (existing or new)
My Attempt:
My first thought was to create a new Ext XXX, and have Option 3 from the IVR go to Ext XXX.
Ext XXX would be setup such that, if available, it would divert to the Customer_Services Ring Group, and if on DND, it would go to the duty manager.
We would then provision a mobile phone with the 3CX softphone, and connect it to Ext XXX.
When the first customer services person arrives in the morning, they would open the soft phone and put it to 'Available', which means that Option 3 from the IVR goes to the Customer_Services ring group
When the last customer services person leaves at the end of the day, they would open the soft phone and put it to 'Do Not Disturb', which would mean that Option 3 from the IVR goes to the duty manager.
Problem: I cannot see a way to have an extension divert to a ring group. Under 'Extension - Forwarding Rules' I can 'Forward to Extension', but the ring groups are not an option in the extension list.
Can anyone suggest a way to achieve the above desired outcome?
Thanks,
Alan.
Edit: I think my proposed solution above would work. It seems that the Ring Groups actually are available as an 'Extension to Divert To', but they are listed at the bottom of the list of available extensions (the options do not actually sort in extension number order even though they appear to), so it is not obvious, and leads you to think that it is not an option.
I have a request from a client to achieve an outcome, but I am not sure how to do it.
Scenario:
Caller dials main number, and IVR answers
The caller chooses Option 3 - Customer_Services
This transfers the caller to the Customer_Services Ring Group
The ring group is setup as a 'prioritise hunt group' consisting of five extensions, this fifth one being a voicemail only extension that emails any voicemails to a group mailbox
This is all fine and what the client has requested.
However, they also want to be able to have the calls go to a duty manager, who on another extension entirely, when the customer services team is not around (out of hours), but with the proviso that they do not want this setup on a pre-set schedule, but rather to be something that is enabled by the last customer services person to leave for the day.
Other considerations:
We are not able to install the softphone on their computers (corporate IT have not approved this yet, and it might be some way away, so we are assuming it will never be allowed)
We could, if it would enable this, provide a mobile phone to be left in customer services, with the 3CX softphone installed, and connected to an extension number (existing or new)
My Attempt:
My first thought was to create a new Ext XXX, and have Option 3 from the IVR go to Ext XXX.
Ext XXX would be setup such that, if available, it would divert to the Customer_Services Ring Group, and if on DND, it would go to the duty manager.
We would then provision a mobile phone with the 3CX softphone, and connect it to Ext XXX.
When the first customer services person arrives in the morning, they would open the soft phone and put it to 'Available', which means that Option 3 from the IVR goes to the Customer_Services ring group
When the last customer services person leaves at the end of the day, they would open the soft phone and put it to 'Do Not Disturb', which would mean that Option 3 from the IVR goes to the duty manager.
Problem: I cannot see a way to have an extension divert to a ring group. Under 'Extension - Forwarding Rules' I can 'Forward to Extension', but the ring groups are not an option in the extension list.
Can anyone suggest a way to achieve the above desired outcome?
Thanks,
Alan.
Edit: I think my proposed solution above would work. It seems that the Ring Groups actually are available as an 'Extension to Divert To', but they are listed at the bottom of the list of available extensions (the options do not actually sort in extension number order even though they appear to), so it is not obvious, and leads you to think that it is not an option.
Last edited:
