Change routing based on Extension Status

[Digital-Stewards]

Hi,

I have 3 extensions in a Queue.
If the calls comes in and all agents are logged in and in status AVAILABLE they should just all ring. That works as planned.

1. But what if 2 extensions are in status AVAILABLE and 1 extension is in status LUNCH (where it sends the call to the mobile phone) does it ring 2 extensions AND does it send the call to the mobile phone?

2. What is 2 extensions logged out of the queue and the 3rd is in status LUNCH (where it this time plays a message and then goes to the voicemailbox of the extension), would that work as well?

Or does the Queue Manager not look at the extension statusses at all and will this not work?

Br
Nick

 

[ChrisC_3CX]

To answer your questions:

1. Provided that all three extensions are logged into the queue, all three extensions will ring
2. If the 3rd extension is logged into the queue, it will ring normally.

Basically, Queue calls only check login/logout status and will ignore the extension profile status.

If however you have "Allow forwarding to external numbers in Ring Groups and Queues" enabled under Settings >> General. Then Queue calls will be forwarded to an external number if a Queue extension is configured to do so in the Do not disturb, Away, or Custom 2 profile Statuses.

I'd highly recommend checking our training material regarding Call Queues here: https://www.3cx.com/3cxacademy/videos/advanced/call-queues/

 

[Digital-Stewards]

OK, situation 2.

So the 3rd is logged into the queue and status is set to LUNCH (the allow forwarding ... is enabled)

The status is the following:




This should play the message and then go to the voicemailbox of this extension.

This should work then??

 

[ChrisC_3CX]

I'm afraid not, as I said previously, forwarding rules do not apply for Ring Group Calls or Call Queue calls. The only scenario in which they do apply is if the extension is in Away in DND and forwards to an external number. The "Lunch" profile status is essentially the same as the "Available" profile status, try switching to either Away, DND or Custom 2(Default Name: Business Trip)

Please consider having a look at a training material regarding forwarding rules which explains exactly thisslide 10) https://www.3cx.com/3cxacademy/videos/intermediate/configuring-extensions/

Note: Click on the three dots and "Open speaker notes" for additional information

 

[Digital-Stewards]

The speaker notes say:
"
Finishing off, it is very important to mention, that there are certain scenarios that the forwarding rules do not apply. The forwarding rules do not always apply when a call is coming in to an extension from a Ring Group or a Queue.

When an incoming call is coming in through a Ring Group or a Call Queue, the forwarding rules will be ignored when the extension is in the Available state. If Ring my Mobile Simultaneously is selected however, the mobile number of the extension will ring.

When an extension is in the Away or Do not disturb status, the calls will only be forwarded to a mobile number or an external number,
"
So, basically, sending it to voicemail will not help, nor will "Business Trip"....

 

[ChrisC_3CX]

No, you cannot send it to voicemail if it is a Ring Group or Call Queue call. Unless of course you use the Destination if no answer of the Call Queue/Ring Group.