Call Queue with Rebound Agent

[realhitech]

Aloha,

I am having a bit of configuration issue because I feel it is realistically just something I have not setup correctly. When I dial a dummy extension directly with only call forwarding with rebound turned on the call goes right through. But if I create a call queue with just that extension in the agents list and I call it, it goes straight to the queues voicemail. When I check the logs the only thing I can see that is different is that it uses a localhost IP for the routing:

To: <sip:[email protected]:5060>
From: "Philippe"<sip:[email protected]:5060;onbehalfof=3200>;tag=ef42416f

But when I call the extension directly instead of the call group I get this:

To: <sip:+xxxxxxxxxxxx@xxxxxxxxxxxxxxx:5060>;tag=36097913_6772d868_3703adba-2fe4-46fb-a8d2-ec268adb5354
From: <sip:+xxxxxxxxxxxxxxxxxxxxxxx:5060>;tag=346e9b4d

I can provide more logs if necessary.

I searched the forums for other people having the issue but can't seem to find anything that matches this. I have done a lot of phone as a service and this is my first go at doing an on premise solution to save some money, so there is a bit more configuring then I am used to. However I am always up for a good challenge. I am a bit of a noob when it comes to sip trunks and their configurations but I can follow directions pretty easily. Be patient with me if I don't exactly know information you may ask of be but I can do my best to get any information that is required.

 

[VasilisV_3CX]

Hi @realhitech,

Welcome to the Forums. Can you provide some additional information?

1. What behaviour are you trying to configure using the dummy extension? What would you like it to do?
2. What steps did you follow to create and configure the extension?
3. Is the extension registered? If so, how is it registered?

 

[Evolute IT]

Settings > General > "Allow forwarding to external numbers in Ring Groups and Queues"

 

[realhitech]

Settings > General > "Allow forwarding to external numbers in Ring Groups and Queues"

Already checked that, it was on already.

 

[realhitech]

Hi @realhitech,

Welcome to the Forums. Can you provide some additional information?

1. What behavior are you trying to configure using the dummy extension? What would you like it to do?
2. What steps did you follow to create and configure the extension?
3. Is the extension registered? If so, how is it registered?

1. Simple call queue to call external agent on cell phone without any 3CX app or any desk phone. Very simple queue as a test to make our larger queues but need to make it work for one first.
2. Created the extension as a blank dummy and removed voicemail and added forwarding to cell phone with rebound.
3. extension is not registered per se as it's only job is to forward outbound. This behavior is happening with all extensions registered to a device or not. I have just moved to a test extension and call queue for simplicity.

 

[VasilisV_3CX]

Hi @realhitech,

In order to forward the extension to a mobile or external number, please bear in mind that Rebound Calls cannot be enabled. This is because when rebound calls have their own call flow, and only offers two options - answer and forward to voicemail. Due to this it cannot re enter the queue to poll the next available agent. After disabling this, it should work as you intend.

Learn more about Extension Profiles & Forwarding Rules here.

 

[realhitech]

Hi @realhitech,

In order to forward the extension to a mobile or external number, please bear in mind that Rebound Calls cannot be enabled. This is because when rebound calls have their own call flow, and only offers two options - answer and forward to voicemail. Due to this it cannot re enter the queue to poll the next available agent. After disabling this, it should work as you intend.

Learn more about Extension Profiles & Forwarding Rules here.

View attachment 21243

This is inherently flawed because if the forwarded number's voicemail picks up it will route the call queue call to the users cell phone voicemail. There is no way to prevent this? Seems silly to not have a rebound option for this exact reason.

 

[VasilisV_3CX]

No, there is no way to prevent this. Rebound calls were not designed for call queues but for individual extensions. This is why I suggested disabling them in your queue, to use the queue as intended.

 

[realhitech]

No, there is no way to prevent this. Rebound calls were not designed for call queues but for individual extensions. This is why I suggested disabling them in your queue, to use the queue as intended.

We have one queue in particular that is a "VIP" line that needs to ring 24x7 and we cannot risk the call being missed because an app is not responding or forwarding a call. We also need it to ring a land line, all the while the customer should remain on hold and be none the wiser. Not having a rebound option in the queues is really silly, a simple logic test that even if denied the system would understand that it needs to continue trying the other agents because the call was not accepted. The logic behind saying that the call flow for the rebounding does not know how to respond seems archaic. We also operate in spaces that we cannot bring mobile devices in and rely on the land lines that are provided in the space. Without the option to have the call be retrieved on a land line is insane.

 

[VasilisV_3CX]

Hi @realhitech,

I still don't understand why you'd need rebound enabled? Even with rebound disabled, the queue will ring all or hunt depending on what you've select, and it if agents are available, it will continue to poll them until it reached the Maximum Queue Wait Time (seconds) you've set, at which time you can forward the call to a dummy extension that then forwards the call directly back to the queue. This way, landlines, mobile clients, Windows Clients and Web Clients for the extensions will be constantly polled until someone answers.

 

[realhitech]

But again landline or cell number with a voicemail will trigger the end of routing without rebound. Once that happens it all falls apart and the customer gets dropped into a voicemail instead of talking to an agent.

 

[VasilisV_3CX]

Sure, however you can set the Ring Time (Seconds) in the queue's options to be lower than the time the providers have set to send the calls to voicemail. Therefore, you could find the maximum time it takes for all the providers you'll be dealing with on your mobile phones, to forward to voicemail and then set the queue's ring time under that.

 

[realhitech]

Sure, however you can set the Ring Time (Seconds) in the queue's options to be lower than the time the providers have set to send the calls to voicemail. Therefore, you could find the maximum time it takes for all the providers you'll be dealing with on your mobile phones, to forward to voicemail and then set the queue's ring time under that.

And when that user turns off their cell phone or goes out of the service area and it goes straight to voicemail? It's not fool proof and that is the issue the calls we are routing are extremely sensitive and any hickup is an immediate failure in the handling of the call. Rebound which a lot of the other phone as a service providers already do. It seems like such a simple fix to allow rebound on those type of calls. Or make some other setting for call queues to have a rebound style routing for external numbers. I am just extremely disappointed in the lack of thought for this type of call handling.