Call routing options

[Harjeet]

Hi Guys
we want to implement something like below for a client,

when a call comes into a DDI that then routes to a user/extension , it rings for 20 seconds if no answer then call needs to divert out to an external call centre. (upto this its easy to do but next bit is what I Can't figure out)

but when call comes in from a specific number/caller then it needs to ring extension but doesn't need to divert to external call centre (can't see anything to filter incoming calls for advanced routing etc)

 

[Alphabetic]

Have it go to a dummy ext.
Log in as that ext and utilise call forwarding rules > exceptions.

 

[Harjeet]

Have it go to a dummy ext.
Log in as that ext and utilise call forwarding rules > exceptions.

Hi Problem is that using Exceptions, if I set for a particular number and send it to Voicemail, it sends call direct to voicemail from that caller. ideally we want it to ring for given time out like 15 seconds and then go to voicemail. below is what I am trying to implement

Incoming calls from any number
Ring EXT 201 for 15 seconds if no answer divert to external phone number.

except Incoming calls from a particular number
Ring EXT 201 for 15 seconds if no answer divert to voicemail of extension 201.


in either situation calls needs to ring 15 seconds on extension.

 

[Alphabetic]

So use the exception rule to send it to a RG first?

 

[Harjeet]

So use the exception rule to send it to a RG first?

Tried that , but Exception oprion not allowing to select RG as when chose extension, RG extensions are not listed for selection. seems like we can not send exception calls to RG, same for user forwarding calls no option to send to RG

 

[Alphabetic]

Create another dummy exension, set the mobile to 201 and turn on "ring my mobile" with DNA to go to VM.

 

[NicholasP_3CX]

You can create a CID rule that allows a certain number to be treated differently. Sending it to a different extension or Ring Group, or Queue for example



These rules are processed before a DDI (DID)

 

[Alphabetic]

You can create a CID rule that allows a certain number to be treated differently. Sending it to a different extension or Ring Group, or Queue for example

View attachment 41772

These rules are processed before a DDI (DID)

This is much simpler..

For some reason I had it in my head he wanted to specify dates and time.

 

[Harjeet]

This is much simpler..

For some reason I had it in my head he wanted to specify dates and time.

this won't work for me.

CID rules will send all incoming calls from given external caller to one specific EXT or RG or voicemail box of single extension. thats not what we want, incoming calls from CID needs to hit extension number for DID they calling and then go to voicemail if not answerd. we can't send all incoming calls from that number to just any single extension/voicemail etc. these calls are meant for specific user/DID.

 

[Alphabetic]

Ok then go back up to what I said about the 2nd dummy and give that a go.

 

[Harjeet]

Ok then go back up to what I said about the 2nd dummy and give that a go.

Tried that but its not working as expected. problem is I still need to bring call back to main extension to let it ring for 15 sec before sending to voicemail. Wish there was an option to send call to RG from Exception or even user forwarding rules, its not there in ver20

 

[Alphabetic]

Rule 1. DID => EXT 201
Rule 2. EXT 201 - EXCEPTION - Caller ID <value> Forward to Dummy1 EXT

Dummy1 Set up - Mob = 201, Check "also ring my mobile".

Set DNA on Dummy1 for the CID.

 

[Harjeet]

Rule 1. DID => EXT 201
Rule 2. EXT 201 - EXCEPTION - Caller ID <value> Forward to Dummy1 EXT

Dummy1 Set up - Mob = 201, Check "also ring my mobile".

Set DNA on Dummy1 for the CID.

Thanks that now works, it did complain about mobile number being incorrect but it works.

also didnt have to do last bit ""Set DNA on Dummy1 for the CID.

so its Exception calls going to Dummy EXT and dummy EXT got main EXT entered into mobile number field and set to ring mobile enabled. that seems working fine , hope it won't complain about another EXT number being used as mobile number or so.

it works as expected now but only concern is call count becomes 2 for each such call and that might hit limits of SC license, anyway that is something we can look at accordingly.

thanks much appriciated.
Regards
Harry