Forward incoming calls when PBX is unavailable

Discussion in '3CX Phone System - General' started by hernan, Oct 10, 2012.

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  1. hernan

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    Hi,
    We have a couple lines that need to be available 24/7 and our power supply is not very reliable.
    On power outages we can keep 3cx running for about 30 min before temperatures get too high (no cooling when on batteries).
    Our current procedure is to call our phone provider and ask them to set up forwarding... but sometimes it takes them a couple hours to get it done.
    Is there a way to forward incoming calls to a cell phone when the 3cx server is unavailable? can this be configured on the gateway? we are using a Patton 4960.
     
  2. leejor

    leejor Well-Known Member

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    This is a PRI gateway? If so then there really isn't anything that you will be able to do at your end (other than buying a more reliable, larger capacity, UPS, which might be worth the investment). Any call forwarding would have to be arranged with your provider, as you have done before. Once the central office switch loses sync (coming from the Patton) on the T1 of the PRI, depending on the options in the host switch, the calls will just fail until forwarding is put into place.
     
  3. 3CXfoxhallsolutions

    3CXfoxhallsolutions New Member

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    This scenario depends on how the carrier can provide you with call divert options, as once the power goes to the 3CX, it will not be able to control any diverts of course ... same can be said for your Patton Gateway too!

    We have got round this by implementing a 'divert if no reply' type service [applied at the CO] that will push the call on at carrier level if there is no answer at your 3CX. However, this will only work if you put incoming calls into some sort of basic Auto-Attendant or call queue so that the standard operation of the system is to answer incoming calls very quickly. A short message e.g. "If you know the extension number of the person you are calling, please dial it now - otherwise please hold to be connected" ... would suffice.

    The logic then is that if the 3CX hasn't answered the call in a couple of rings - then it's probably not going to - and your divert will kick in to send the call to cellphones etc.

    Best regards ...
     
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  4. leejor

    leejor Well-Known Member

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    If this were PSTN type lines, then there are many more options, at the central office, available, for forwarding (diverting) calls. no answer, busy, etc.

    If this is a T1 (E1), then, because the calls are leaving the providers switch as a trunk and not a line, the options are much more restricted and require more complicated changes to routing options within the switch. There is generally not something that can "happen" automatically. It is expected that the T1/E1 does not fail on a regular basis.
     
  5. gschwab

    gschwab New Member

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    This was one of the things that helped me decide to go to a VOIP trunk. We use Nexvortex and you can set up your own disaster recovery routing via the web with up to 3 alternate routes per DID. If your 3cx server goes down OR your ISP has problems and the internet connection fails the calls all go through. We use our cell phone numbers and it works like a charm.
     
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  6. hernan

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    Thanks for all the comments.
    I will contact our phone provider to see what are the options for diverting calls. I is a PRI T1 E1 line.
     
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