Forwarding rules Exceptions not processed when in queue

[WND AG]

Hello, we have a client that forwards calls to an extension to different numbers at night during the week.
We use forwarding exceptions to achieve that.
The extension in question is a single agent in a queue, since there is a specific message/music playing when caling/waiting.

The problem is that during the exceptions times calls are not forwarded ([Flow] Target endpoint for 7001 is Extn:7001) and the extension keeps ringing.

If we call the extension directly, the exceptions work and forward the calll to the exception target.

Is this normal behaviour? We have tried different queue polling strategies but no difference.

If we setup same siptrunk office hours and send the calls to the queue during office hours and directly to the extension during out off office it works, but then we dont have the hold message/music during out of office hours.

Is there another way to achieve this?

 

[GeorgeP_3CX]

Hi @WND AG,

In order for the exceptions to apply, the call must be routed directly to the extension.
Since the call is routing to the queue, it is expected for the exceptions to not apply.

Can you please provide us with the scenario that you want to achieve?
Where are you routing the call through the exceptions?

 

[WND AG]

Thank you for your reply.

Ext. 7001 is registered to a Gigaset NP510 IP phone in the restaurant.
Queue is set up with only agent ext. 7001, with waiting music playing (welcome to our restaurant, someone will be there for you soon, ....)

Restaurant is open 11:00 to 24:00 every day and during these hours calls go to the queue, music plays and ext. 7001 rings.

Monday to Friday - 24:00 to 11:00 calls are redirected to another Ext. 1001.
Saturday Sunday - 24:00 to 11:00 calls are redirected to another Ext. 2001.

We want to enable these redirections, with the welcome/wait music playing when calling the restaurant number, even when calls are redirected during out of office hours.

 

[AWS2P]

I will try this:
create 2 new Q files B and C with each extension alone as agent (B 1001, C 2001) , then in webclient create specific days and hours as you need for each extensions (1001 and 2001).
in the first Q file A (for 7001) set the extension with specific hours and enable to switch status automatically, so when in DND QF A route to QF B which route to 1001
When QF B agent goes to DND then it route to 2001.

So to resume scenario:
QFA is available status every days from 11 to 24h during this route is set to 7001
QFA switch to DND when OOH and then route to QFB

QFB is in available status form monday to friday between 24h to 11h during this route is set to 1001
QFB switch to DND when out of set hours and then route to QFC

QFC is set in available status from Saturday to Sunday between 24h to11h during this route is set to 2001

For audio , just use the same audio file set in QFA for QFB and C


Otherwise, in case this is not working as you want, I think this is a CFD case use to make an automatic routing as you expect

 

[GeorgeP_3CX]

In addition to the scenario @aws2p described has a prerequisite that the agents that are part of QFB and QFC are logged in to the queue in order to work.

In case you want to avoid creating multiple queues and you want to stick with the exceptions, you can route the calls through a dummy extension(create proper exceptions) and route the calls to an IVR with a destination if no input to be the extensions.
You will need two IVRs though, one for each extension.




Then you can modify the Office hours in the SIP Trunk(as you already tested) and during office hours to routing the call to the queue and out of office hours route the call to the dummy extension and from there based on the exceptions, the call will be forwarded to the appropriate IVR and then to the specific extensions.


Nevertheless, both scenarios should produce the desired outcome.

 

[AWS2P]

@GeorgeP_3CX
how do you keep audio same as the file with IVR ? how do you handle more than one call at same time ?
with QFiles this is natively done

 

[GeorgeP_3CX]

You can select the prompt that you want to play in the IVR. Then you can set the timeout to be 1 second longer than the duration of the prompt.

Also, in case you want multiple calls to be waiting on the line the Queue is more efficient, even though you can enable "Accept Multiple calls" in the extension configuration.

There are multiple ways to do the same thing, but the route that you chosee depends on what exactly you want to achieve.
For example if you want to handle only one call at a time and any other calls will be forwarded to Voicemail of the extension, Queues is not the way to go.

 

[AWS2P]

You are right there's rarely only one way to do things, in the initial asking it was said it was for a restaurant and as myself i have restaurant customer, I know they are often with more than one call at a time mostly when it's the rush of lunch hours.

 

[WND AG]

Thank you both very much for your input! Originally, I just wanted to clarify that the queue redirection problem was 'normal' behaviour before coming up with a way round.
Multiple calls should not be a big issue as it is mainly for afterhours.
Also need a solution that rest our team here understands and not only me, in case they need to get involved in the future
I ll try both and see what works best all around!

 

[AWS2P]

Solution with Qs I use it in same spirit you want to , and it's clearly the best way for me (out of CFD)

To be honest , to remember what I did in settings and be able to understand when water under the bridge, I'm just used to do some schemes files for each of my customers config. So when i need to make a change or remember how it's set , it's easy to understand.
Of course if one day a native 3CX feature could make the complete description of the call scenario, it could be a nice help