External call forwarding

[4x4jackson]

I've found a bunch of information on call forwarding to external numbers, but not for my specific issue. I know how to set up the forwarding through the forwarding rules tab under the extension programming and can get things working ok that way. The customer would like to be able to use the call forward soft key on their SNOM D785 phones to program in an external number to forward that way. If I use the call forward soft key to input an external number, it works fine if I'm just calling in house from extension to extension. It does not work if I call in from outside and transfer to the forwarded extension through the Digital Receptionist. If the call forwarding is not turned on for the phone, the extension rings fine. If the call forwarding is turned on for the phone and I call from outside, I just get a transfer failed message. My activity log shows a Target endpoint for [Phone Number] can not be built! message. I saw a post from Yiannish in 2018 that call forwarding from IP Phones is not supported. Is the only option to have the system manager set up the desired forwarding number in the mobile field and activate by phone status? This is fine if the number never changes, otherwise would it need updated by the system manager again in the event the user wanted to forward to a different external number at some point?

 

[Evolute IT]

The customer would like to be able to use the call forward soft key on their SNOM D785 phones to program in an external number to forward that way.

This is a 1000% not supported and can cause serious call flow issues.

Stick to statuses and the Webclient/Windows client to manage them.

 

[4x4jackson]

Thanks for the quick reply. That's what I had gathered from the other information I had found, but the customer wanted me to get confirmation. As mentioned, it does forward fine to an external number when dialing extension to extension, just not with external calls coming into the system and dialing the extension through the DR. I will let them know the way I have it set up is the correct, supported way. I'm guessing 3CX has the call forwarding feature built into the phone template as a soft key appearance only to be used with internal call forwarding then?

 

[Evolute IT]

I'm guessing 3CX has the call forwarding feature built into the phone template as a soft key appearance only to be used with internal call forwarding then?

3CX only provision the required settings for its platform. The local call features are always available, but DND is synced.

Even if it works, ext to ext, don't use it. It's not supported, at all. So is the local DND if not synced via CTI/uaCSTA.

 

[ChrisC_3CX]

@4x4jackson
What Frederick says is true, Forwarding Rules must be handled on the 3CX PBX level. That said, what you could do is have a BLF key configured on the phone that just changes the extension's Profile Status to let's say DND. The DND profile status could then be configured to forward calls to an external number. This way, the user will be able to activate call forwarding with a push of a button by utilizing the "Change Status" BLF key.

Note: You could also provide the user with webclient access so that he can update the number the calls are forwarded to as he pleases.

 

[4x4jackson]

@ChrisC_3CX
I had done something similar to your BLF DND suggestion. I created a custom speed dial BLF with the Available and Away status dial codes and just have the users selecting "Away" when they want calls forwarded and "Available" when they are in the office. This works fine, other than if/when the phone number ever needs updated, they will just need admin to update the phone number vs inputting a new call forward number themselves. The customer does not want their users to use the webclient access feature at this location.