Divert incoming ringing calls from call queue to an extension

[Jason Buffa]

Hello,

We have a "Hunt by Threes" call queue set up. Is it possible to divert a ringing call it to an extension without answering it? I think you have the option to force it to the no answer destination, but they are wanting to transfer to an ext or voicemail box of their choosing. There are certain calls that they do not want the queue members to answer and want to be able to transfer them quickly. Make sense?

Thanks!

Jason

 

[leejor]

You can set up a "fixed" forward to a destination, so the call is not actually answered until it reaches that, but if it is desired to change that destination on-the'fly then a transfer (attended, or unattended) would have to be done. That means that call would have to be answered. There is no other way to select a different destination for each call depending upon where they wish to send it.

 

[YiannisH_3CX]

Hello @Jason Buffa

Since the call reaches the Queue that means that the call has already been answered by the Queue manager. From there the Queue manager will poll the extensions while the caller will wait in the Queue.
To transfer the call out of the Queue you someone will either have to pick it up using the *20* dial code or by using the Switchboard of a client you can right click on the call and transfer it to a different destination.