Can't take calls forwarded to ring group

[ZorgNed - JDooge]

Version: 16.0.273
License: Professional

We have two phone numbers, being:
- General company number
- Helpdesk number

I created a ring group Helpdesk (90), with the Helpdesk number being assigned to it (DID). This works great.
The general company number is assigned (DID) directly to a receptionist phone, which has a roster set up with this persons office hours.

When not answering or unavailable, calls are forwarded to the ring group.

In the ring group member's phones I created a Custom Speed Dial "Take Helpdesk" which dials *20*90.
This works well for calls that entered the Helpdesk ring group directly (via its DID), but not for calls that were forwarded to the ring group.

Is this a bug, a lack of rights or is there another issue?

The members currently have very basic rights (can see group members, calls, presence) and not 'Perform operations'.
I would not mind setting that right, but I'd like to know if its a requirement, and if so, if there is an easy way to set it for everyone by default.

Thanks a lot in advance!

 

[JohnS_3CX]

Hello,

You are trying to pick-up calls that reached your RG via a forward from the receptionist, as a RG member yourself?


The DID should not affect matters in this case at all since its now an internal call. This should work just with * 20 * alone

 

[ZorgNed - JDooge]

You are trying to pick-up calls that reached your RG via a forward from the receptionist, as a RG member yourself?

Exactly yes!

The DID should not affect matters in this case at all since its now an internal call. This should work just with * 20 * alone

Ah, thanks - so I should be able to remove the 90 and just do *20* correct?

 

[JohnS_3CX]

yes, that should pick up the call just fine

 

[ZorgNed - JDooge]

Thank you! I will edit my configuration and post back if I encounter new issues (which I do not expect).