Call Queue - Destination if no answer - Forward to Outside Number missing

[Nick - SPN Co]

Hey guys, I have a 3CX multi tenant system and it looks like the option for forward to outside number is missing for the destination if no answer option. It's there for office closed and the other status just not the no answer. I've compared with another stand alone system on the same version (Version 20.0 Update 6 (Build 724 Release)) and the option is there. I've ensured I'm logged in as the System Owner and am in the same department as the queue but still no luck. Is this a bug or am I missing something?

Multi Tenant System



Stand alone system

 

[Alejandro_3CX]

Is this a bug or am I missing something?

Hi, no, it is not a bug. When using Multi Company mode in the queues or ring groups, the destination if no answer does not show the feature for forwarding to an external number. That is available when using it as dedicated pbx.

Have a good day!

 

[Nick - SPN Co]

Ah really, is there any reason for this? The Break, Holiday and office is closed destinations have the ability to forward to outside number so why not the no answer?

 

[Alejandro_3CX]

Ah really, is there any reason for this? The Break, Holiday and office is closed destinations have the ability to forward to outside number so why not the no answer?

View attachment 48929

Sorry @nick9289 but that's by design, they can use a call forwarding to an user extension and set there the forwarding to the external number or use a dedicated system...

 

[iduncan]

Any possibility of this being added in a future update? We have some clients that use answering services, or on call numbers, and it would simplify their programming to have this available in multi company mode for ring groups, queues, or even a button prompt in the digital receptionist. Of course, the workaround you suggested Alejandro works, but it just makes programming cleaner to have it in the menu, or no answer destination of the call group.

 

[DotBridge]

Sorry @nick9289 but that's by design, they can use a call forwarding to an user extension and set there the forwarding to the external number or use a dedicated system...

Hi, and thanks for the clarification. I’m still a bit puzzled though: if this behaviour is truly “by design,” how come external forwarding is allowed when the office is closed, on holiday, or using a dedicated system? That makes the current approach feel a bit inconsistent, especially since external forwarding is a standard telephony feature that most commercial systems support out of the box.

The suggested workaround does function, but it introduces extra complexity and increases the risk of configuration errors, especially since forwarding then needs to be set in multiple places, something end customers will inevitably overlook. It raises the question of why this needs to be more complicated than necessary, particularly when similar forwarding is already permitted in other scenarios.

If this is indeed the intended design, I’d really encourage reconsidering it with consistency and simplicity in mind.