Direct forwarding from an extension to a group/department

[patrickb_de]

Hi, does anyone see a way to set up a direct forward from an extension to one of the groups/departments without using a CFD app, call groop, queue or ivr?

Under system extensions, I only see call groups, queues, CFD apps, and call scripts. Using “external number” and then entering GRP0000 as the destination (as was possible in V18) no longer works, because the call is immediately routed externally.

@KyriacosS_3CX @MarcosV_3CX

 

[KyriacosS_3CX]

Hi,

Can it not be done with simple forwarding rules? Or perhaps I am not understanding the question. Could you explain the desired call flow in more detail?

 

[patrickb_de]

No. You can't choose/select a department as destination in the forwarding rules of a user because the departments are not listed in the list of system extensions or any other selectable option in forwarding rules.

 

[KyriacosS_3CX]

Departments are not a call destination target themselves.
If I understand you want a DID to ring a whole department at once? That would indeed need a Ring Group (the more usual option for this scenario) or Queue to be created with all the relevant department members added to it.
With Update 8 you will also have the option of an AI Agent handling the inbound call on behalf of the department as the first point of contact.

 

[patrickb_de]

No I would like to transfer calls to a department (for example, GRP0000) so that the inbound and outbound office-hours routing rules take effect.

This way, calls can be routed from an extension to a department, and audio files (for example for holidays or out-of-office times) only need to be configured once. Everyone who transfers their calls to the department will then hear the same audio message, or the call can be routed to the desired queue or ring group.

Why don’t I use a queue or ring group directly? Because a queue or ring group plays hold music in the background while the out-of-office or holiday announcement is being played and it also fills the log files and generates missed calls.