distiguish internal call from attended or unattended transfer?

[nobody]

We have no mailboxes. Also no DDI (for most of the phones)
If an external call comes in it is distributed to ring groups
An agent picks up the call, and if he is not responsible for the callers he will transfer the caller to the correct person.
If the agent makes an attended transfer, he will immediately notice if the destination is not availible/busy/offline. But sometimes people do unattended transfers and dont look in the presence status before.
Since it is an internal call it will then end with either call ended, or the message voicemail is disabled.

I would like that if the unattended transfer fails the call should get back to the agent who initiated the transfer or get back a ring group.

I can set the behaviour of the extension to do this, but then it also will be act the same for internal calls.

Is there a better way do accomplish what I intend, or do I have to accept that internal calls will be redirected to a ring group?

 

[YiannisH_3CX]

Hello @nobody

If you navigate to Settings / PBX there is an option called "Transfer Back on Busy" . This will transfer the call back to the initiator of the transfer if the target extension is busy and only during blind transfers. If the target extension is not Busy the call will go to the destination if no answer of the target extension and will not return to the caller.

 

[nobody]

Thank you Yannish,
I see the setting, but there is no checkbox to activate this feature, but an empty field where I can enter a dial code. I assume this will activate the feature.
This solves the problem only on busy - correct?
since I need this also for unavailible/offline or any other situation where the transfer cannot complete I think I have to fix this using the forwarding rules for each extension.

 

[YiannisH_3CX]

Yes, you need to populate the field with a dial code to activate the option. I find the suggested dial code to work fine. Once you do this will work for calls to Busy extensions. If the extensions are unavailable / offline you will need to adjust the forwarding rules to accommodate for that.