Call Routing - Multiple attempts before routing back to VM

[imcgraw]

Hello, i am just starting with 3cx after working in a different phone system. that system allowed calls to be routed to a user or group of users, then to another user or group of users and then back to the original user's VM. i thought this might be possible with the call flow designer but i have not been able to make it work. any thoughts would be appreciated.

user1 -> user1, user2, user3 -> back to VM for user 1

thanks

 

[GeorgeP_3CX]

Hi @imcgraw,

In regards to your inquiry, in the 'Forwarding Rules' tab of extension's configuration, you can set up the destination if no answer to the Voicemail of a different extension with the option 'Forward to extension's Voicemail' and then choose the extension's voicemail that you want the call to be routed.
The same applies for Call Queues and Ring groups with the option 'Voicemail box of Extension'.






The same concept applies when you want to forward the call to a different extension(not a voicemail) or a group of users(Call Queue/Ring Goup). You can set this up from the 'Forwarding Rules' of the extension, or the 'Destination if no answer' of the Call Queues and Ring Groups.

 

[imcgraw]

it seems that this would require two extensions for each user. the primary and then a ring group or queue for the user that ends in the users VM. am i misunderstanding?

 

[GeorgeP_3CX]

Hi @imcgraw,

There is no need to create two extension for the same user. The user can be part of a Call Queue or a Ring Group without the need of different extension.
Even if the user is not part of the Queue or Ring Group, you can still set up the 'Destination if no Answer' to be the user's voicemail.

 

[leejor]

3CX will not send the call back to the original destination automatically, after ringing other extensions in a ring group, if that is what you are expecting. A ring groups Destination if no answer will always go to one preset destination. So, it could go to that extensions VM, but you'd have to create a RG for each extension to route to along with that extensions VM, as the final destination.

 

[imcgraw]

Thanks Lee. i was hoping to find a way to do it without creating a ring group for each extension but if it is not possible, it's good to know so i can move forward.