Forwarding Rule - not working on 4 status (1st individual)

[COCONET]

Hi All,

I am currently facing an issue with forwarding rules at a customers 3cx v16.5 phone system. There are 5 status options available in 3CX, 1. Available, 2. Away, 3. DND, 4. individual, 5. individual, but with the 4th status - in our case called business trip the forwarding rule was set to "If I do not answer calls within: 5 seconds:"

Forward internal calls to: Forward to Mobile
If I am busy or my phone is unregistered, forward calls to: Forward to Mobile
After timeout forward external calls to: Forward to Mobile
If I am busy or my phone is unregistered, forward calls to: Forward to Mobile

under the extensions settings the mobile number is filled out and is working correctly (tested with the option: "call mobile")

the forwarding rule is not working within a queue.

So the extension is member of a queue and logged in to this specific queue when the extension is now set to "business trip" the caller of the queue should be forwarded to the extensions mobile but this wont happen. If I try the same rule with eg. status 5. (in our case: "vacation") it is working as expected.

I tried with all 5 status but available and business trip is not working when set to "forward to mobile". Even the in office and out of office DID is set to the extension.

I think there is something fishy with the forwarding rules.

Can someone help with information?

Thanks!

 

[AWS2P]

do you have messages in logs? do you set logs in verbose to increase details
is your extension alone as Q agent?

 

[COCONET]

Hi aws2p!

For now I haven't used the verbose settings in logs. But i'll try to do so.

The Idea was to have a Queue with 3 agents, but only 1 agent is logged in to this queue and if not in office the call will be forwarded to the agents mobile. The queue is kind of a emergency hotline where one person is always answering calls.

Thanks!

 

[leejor]

So what is the difference between your "Vacation", and "Business trip" settings, you don't mention that, only that one works, and the other does not. Is it the forward to mobile that seems to be causing it to fail? Are you able to forward to another extension? Could there be an issue with 3CX routing to an outside number? format, restictions?

 

[COCONET]

Hi leejor,

the difference in both status is the default available options. Vacation in our case is the 5th status that can be managed by 3CX and it has no time based policy so it will directly forward to "what ever is configured". business trip is the 4th status that can be managed and it has a time based rule for forwarding so the configuration is slightly different from 3CX on those to status.

The routing to outside works fine as I can call the mobile number from every extension directly through the "call extensions mobile number" point.

 

[leejor]

So...perhaps the "time based" component? Have you tried setting it to something more than 5 seconds?
Does the Activity Log show you why the call is failing?

 

[NicholasP_3CX]

the forwarding rule is not working within a queue.

Forwarding Rules are ignored in the Queues.

Please refer to the 3CX Academy: https://www.3cx.com/3cxacademy/videos/intermediate/configuring-extensions/



You will only be able to forward to your mobile phone with "Ring mt Mobile Simultaneously" in Available and Custom 1 profiles.

Your forwarding rule is being ignored, as per design. When an extension is not available in the queue it will move on to the next person.

To have this forward to your mobile phone while you are in the queue, you will need to select Away, Do not Disturb or Custom 2, and NOT have any other phone provisioned on this extension.

 

[COCONET]

Ahaha thanks NicholasP_3CX! I should retake the academy to refresh the basics.

My fault! Thanks for posting it.

 

[NicholasP_3CX]

No worries! Here to help. We also have our webinars which are quite lively and we demonstrate all of this live!