Solved Call forwarding when softphone is off

[Serco]

Good afternoon 3cx support forum members - hoping someone can advise me on something which i imagine is simple enough:

I am trying to work out how I get customers who direct dial an office workers number to be forwarded to an IVR extension if they do not have their 3cx softphone running (ie - on holiday so not logged into their pc or at the weekend)

Looking at extension details, it looks like call forwarding settings can only be applied if the 3cx client is logged on and contactable. I have tried setting status to 'away' and then forwarding to an extension but nothing happens. If I ring the extension from my mobile it just continues to ring until i hang up.

Users don't have specific work hours set per extension - its governed by trunk numbers coming into the building - but that doesn't apply when someone dials someone directly.

I'm sure I'm missing something obvious here..... Can anyone suggest how a call can be forwarded when the softphone is not running (or is this simply not possible)

Thanks in advance
Andy

 

[leejor]

I assume you want it forwarded if unregistered?

https://www.3cx.com/community/threads/forwarding-rules-for-busy-and-unregistered.73796/

 

[Kevin@voxtelesys]

If this is a direct dial to an extension? If so then under forwarding rules set "If I am busy or my phone is unregistered, forward calls to:"

Forward to extension: "Your IVR"

 

[JohnS_3CX]

If you take another look you will notice that the scenario where their client is not running (ie. unregistered, while "Available" is active) is also covered


Away - doesn't care about registration
DND - doesn't care about registration

 

[Serco]

Good afternoon
Thanks guys - I had indeed overlooked this text and not seen it. After testing a few scenario's they worked fine. A user reported that calls were not getting forwarded correctly when they were not logged in, but after checking this, it was working as per the forwarding i had applied so all good.

Thankyou Leejor / Kevin & John3cx - all greatly appreciated