Note - I am not a 3CX expert by any stretch, but I have been tasked with helping to resolve this issue remotely. I am not on site with the customer, so please let me know what questions to send them if more information is needed.
An employee at an organization I am working with is having trouble receiving forwarded calls from a desk set to the mobile app.
The employee has their own extension, but they are also responsible for answering the organization's main extension when the main line desk set is not staffed. They used to simply activate call forwarding from the desk set (not in 3CX) to their own extension which they would answer on their 3CX mobile app. This worked until the V20 upgrade. Since then, calls to the main line will ring on their mobile app, but will drop immediately on answering. It does work when answering forwarded calls on their own desk set, however.
The temporary solution was to put them in the ring group for the main line. This works, but the problem is that they cannot easily turn off calls from the main line when they don't need to be answering it. They can put themselves on a "do not disturb status," but then they get no calls, which is also not what they want. We could try to use 3CX call forwarding, but that is not what is being asked for (Needs to ring immediately when needed, and they want to be able to quickly turn it on/off without logging in to 3CX)
I haven't confirmed the desk set model number, but I'm pretty sure it's a Snom D785. We were unable to replicate with our own D785s in out office.
Like I said, I'm a 3CX newb. Open to ideas, suggestions, and questions to ask for additional info.
An employee at an organization I am working with is having trouble receiving forwarded calls from a desk set to the mobile app.
The employee has their own extension, but they are also responsible for answering the organization's main extension when the main line desk set is not staffed. They used to simply activate call forwarding from the desk set (not in 3CX) to their own extension which they would answer on their 3CX mobile app. This worked until the V20 upgrade. Since then, calls to the main line will ring on their mobile app, but will drop immediately on answering. It does work when answering forwarded calls on their own desk set, however.
The temporary solution was to put them in the ring group for the main line. This works, but the problem is that they cannot easily turn off calls from the main line when they don't need to be answering it. They can put themselves on a "do not disturb status," but then they get no calls, which is also not what they want. We could try to use 3CX call forwarding, but that is not what is being asked for (Needs to ring immediately when needed, and they want to be able to quickly turn it on/off without logging in to 3CX)
I haven't confirmed the desk set model number, but I'm pretty sure it's a Snom D785. We were unable to replicate with our own D785s in out office.
Like I said, I'm a 3CX newb. Open to ideas, suggestions, and questions to ask for additional info.
