External Calls to Mobile Phones

[siscom]

Good Morning Colleagues
I hope you are doing good . One of our customers request specific scenario from us. He needs external calls that received at 3CX to be forward as follow:

1) If the caller needs to talk to one of the sales team , He press 1 where the mobile numbers of sales team should be added to 3CX . If the first mobile number is not reached (No answer , busy , etc...) , 3CX should try to call the second number and so on. For sure , i will need to make external call to reach those mobile numbers.
2) If the caller needs to talk to one of the technical team , He press 2 where the mobile numbers of technical team should be added to 3CX . If the first mobile number is not reached (No answer , busy , etc...) , 3CX should try to call the second number and so on. For sure , i will need to make external call to reach those mobile numbers.

I am able to forward one call to one mobile number per team . I mean for sales team ,Only one mobile number is added and calls can forwarded to it .

For now , I am not able to accomplish the whole scenario by adding the other mobile numbers of sales team or technical team . Only one mobile number is added per team.

How can i add extra mobile numbers per team to achieve the required scenario?

Best Regards

 

[cobaltit]

Use a queue

 

[siscom]

Use a queue

Hi Cobaltit
Thx for your replay . What i understand that for Queue , I can only add extensions for agents . I need to add mobile numbers . Is it applicable to add mobile numbers to queue or assign agents mobile numbers instead of 3CX extensions ?

Best Regards

 

[leejor]

One of the issues, when dealing with calls destined for mobile numbers, is that these calls will fequently go to the mobiles voicemail. This could be because the call is not answered in time, or because the mobile is engaged or cannot be reached (no signal, congested network). Once answered the call will not return to 3CX without something like the Rebound feature. If you were to use a queue, the "agents" would have to be extensions, that then send calls to a mobile (Ring my mobile at the same time)

 

[siscom]

One of the issues, when dealing with calls destined for mobile numbers, is that these calls will fequently go to the mobiles voicemail. This could be because the call is not answered in time, or because the mobile is engaged or cannot be reached (no signal, congested network). Once answered the call will not return to 3CX without something like the Rebound feature. If you were to use a queue, the "agents" would have to be extensions, that then send calls to a mobile (Ring my mobile at the same time)

Good Afternoon Leejor
Thanks for your replay . I configured ring group , add two 3CX extensions , where each extension is configured to ring its mobile at the same time . Once the call reached to first agent , It rings the 3CX extension and the mobile at the same time but once the ring at the mobile ends , the call ends and didn't forwarded to the next extension in the ring group so kindly advice.

Best Regards

 

[leejor]

If 3CX considers the call answered (receives answer supervision, for whatever reason), then that's it, the call will proceed no further, which is what I assume is happening. If you are using a PSTN gateway, then answer supervision will usually come after digits are sent (on some, with some providers, that can be changed). If you are using Sip trunks (capable of answer supervision), then you will have to determine what was actually reached, (voicemail, recording, etc.) that caused the call to be seen as answered, before proceeding.

 

[siscom]

If 3CX considers the call answered (receives answer supervision, for whatever reason), then that's it, the call will proceed no further, which is what I assume is happening. If you are using a PSTN gateway, then answer supervision will usually come after digits are sent (on some, with some providers, that can be changed). If you are using Sip trunks (capable of answer supervision), then you will have to determine what was actually reached, (voicemail, recording, etc.) that caused the call to be seen as answered, before proceeding.

Good Morning Leejor
Thx for your replay . I think the best solution for my scenario is to you Auto Dialer . Is that true ?

Best Regards

 

[VoIPTools]

No, an auto dialer is not going to help. As leejor pointed out, the biggest challenge is going to be the cell phone going to voicemail. While you can typically contact the carrier and increase the number of rings before a call goes to Voicemail, that doesn't help if the phone is turned off.

It might be possible to write a service to replace the queue / ring group. You would have to park the caller. Then have the service call the agent separately and ask them to press 1 to accept the call. If the call goes to voicemail, then obviously nobody has pressed 1. Your service would have to monitor the agent's response (if any) and if they do not press 1 within the prescribed number of seconds, call the next agent. This approach would likely require a significant amount of code.

 

[siscom]

Thanks Leejor , Matthew for your explanation & support in this case