Solved Forward to Cell number when internet / network is down.

[petrushka]

Hello, I am trying to configure failover to a cell phone number when my internet, internal network, or my phones are down.

Scenario: externally hosted 3CX, 3 phones, 2 are part of a queue. All incoming calls are routed to a queue during office hours and to a virtual assistant after hours and during holidays. I have an SBC set up on my LAN.

How can I do this?

 

[ChrisC_3CX]

If the network on which the phones reside is down, those phones will unregister, meaning that you could utilize the "If I am busy or my phone is unregistered" forwarding rule under "Extensions >> Edit >> Forwarding Rules >> Available Profile Status".

 

[petrushka]

Thanks, @ChrisC_3CX! The problem with this is the "if I am busy or the phone is unregistered" rule. Does "I am busy" mean the extension is on another call? if so I do not want it to forward only if the phone is unregistered.

 

[NickD_3CX]

Thanks, @ChrisC_3CX! The problem with this is the "if I am busy or the phone is unregistered" rule. Does "I am busy" mean the extension is on another call? if so I do not want it to forward only if the phone is unregistered.

That is right, the "I am busy" means exactly that. However, in your Extension Settings you can check the option "Accept multiple calls". Then, if you are on a call and a 2nd call comes through, that will also start ringing your device, so you won't be considered "busy".

 

[petrushka]

@NickD_3CX thank you. How about if the extension in a call queue?

right now I just get the message "there are no available agents in the queue at the moment" and it disconnects.

@VasilisV_3CX do you have a solution for this?
BTW how do I mark the solution on a thread I create?

 

[VasilisV_3CX]

Hi @petrushka,

If an agent is logged in to the queue, the caller should not hear "there are no available agents...". Check this by selecting the extension in the Management Console >> Extensions >> Select your extension >> Status >> Logged In.

If the extension is busy (on a call) and in a call queue, the caller will continue to wait in the queue as defined by the "Maximum Queue Wait Time (seconds)" before they're redirected to the Destination if no Answer.

 

[petrushka]

Hi @petrushka,

If an agent is logged in to the queue, the caller should not hear "there are no available agents...". Check this by selecting the extension in the Management Console >> Extensions >> Select your extension >> Status >> Logged In.

If the extension is busy (on a call) and in a call queue, the caller will continue to wait in the queue as defined by the "Maximum Queue Wait Time (seconds)" before they're redirected to the Destination if no Answer.

This is for the following case, 2 agents are logged in to the queue, the internet goes down so the extensions/ phones become un-registered, the PBX is externally hosted. I want the call to then be routed to a cell number. How do I do this?

 

[VasilisV_3CX]

Hi @petrushka,

The simplest method would be to have the agents in the queue install the mobile app on their cell phones, and associate their extensions to the app. If the deskphones go unregistered, simply open the mobile app, select the green status button on the top right and edit the status, scroll down and enable "Ring my mobile simultaneously". Give that a go and tell me if that solution works for you.

 

[petrushka]

Hi @petrushka,

The simplest method would be to have the agents in the queue install the mobile app on their cell phones, and associate their extensions to the app. If the deskphones go unregistered, simply open the mobile app, select the green status button on the top right and edit the status, scroll down and enable "Ring my mobile simultaneously". Give that a go and tell me if that solution works for you.

Thanks for the idea. In this case the agents are taking orders at registers at a cafe and they change all the time depending on the shift. Having.a single cell phone forward would work best unless there is a better option.

 

[VasilisV_3CX]

Hi Petrushka,

There are two scenarios that may work here.

1. Change the destination if no answer of the queue to the cell phone number. Set the Destination if no answer
   Maximum Queue Wait Time (seconds) to a very large number. This way your agents won't miss a call but if the internet drops and they become unregistered, it calls the cell phone.
2. Add a placeholder extension that all of the agents log in to - set the extensions mobile number to the mobile number you'd like to call. If the internet drops, have one of them enable the Ring my Mobile Simultaneously.

 

[petrushka]

Hi Petrushka,

There are two scenarios that may work here.

1. Change the destination if no answer of the queue to the cell phone number. Set the Destination if no answer
   Maximum Queue Wait Time (seconds) to a very large number. This way your agents won't miss a call but if the internet drops and they become unregistered, it calls the cell phone.
2. Add a placeholder extension that all of the agents log in to - set the extensions mobile number to the mobile number you'd like to call. If the internet drops, have one of them enable the Ring my Mobile Simultaneously.

Thank you! #1 works and is probably the easiest to implement.

 

[VasilisV_3CX]

Great to hear you've found the solution that works for you @petrushka!. If you need any further assistance, feel free to create a new thread.