Global Divert Key

[jskinner97]

Hi,

I am moving away from a PBX, and it allows me to press a BLF key (speed dial to a feature code) and it will divert all calls to our remote offices. I currently have it set that it automatically goes there once our office is closed, and have messed with the Away and DND modes but that is not working. I am using an IVR and if someone presses option 2, and someone has the Away or DND mode set I would like the call to go to an outside number.


Please see attached screenshots

Thanks in advance. Just need this working then we can fully switch all our customers to 3CX

 

[Alphabetic]

are remote offices on same PBX?

If not, they could be with 3CX?

Have you looked in to force IN/OUT office?

 

[jskinner97]

are remote offices on same PBX?

If not, they could be with 3CX?

Have you looked in to force IN/OUT office?

haha no unfortunately not! its a call answering service for when we go out the office etc.

Would that require all phones to be set on go out of office?

 

[Alphabetic]

Force OUT will effectively close the phone system and go to your out of hours routing.

You mentioned "remote offices" and "External number" - are these two seperate things or are you saying you want to be able to divert to EXT number at the touch of a button?

 

[jskinner97]

Force OUT will effectively close the phone system and go to your out of hours routing.

You mentioned "remote offices" and "External number" - are these two seperate things or are you saying you want to be able to divert to EXT number at the touch of a button?

Oh nice! but would I need to force all of phones into that mode?

Both same sorry! So I press a BLF on any phone and all calls go to the predefined external number, no matter what option is pressed on the IVR.

hope this makes more sense

 

[Alphabetic]

It will tell the PBX to go to closed. This doesnt change EXT it changes the phone system. It's like closing the shop door.

 

[jskinner97]

It will tell the PBX to go to closed. This doesnt change EXT it changes the phone system. It's like closing the shop door.

Only issue is that I can see is that it would play the OOH message.....

How do I create the key, just to give it a test? please

 

[Alphabetic]

You’ll have to make a speed dial button

go to mgmt console > settings > dial codes and make sure you’ve got something in there for force in/out (aka office hours)

you’ll need to use closed office hours and then default to return to your default office hours if specified or just in office hours for always open.

https://www.3cx.com/docs/pbx-dial-codes/

 

[jskinner97]

Are there different night service groups, such as the sales group with all the extensions will close at 5PM, and support group closes at 8PM for example.so that group can press buttons and put that group into night service only and forward calls to an outbound number

 

[Alphabetic]

No. It is a flat out, force PBX to out of office.

If you wanted granular management on whether or not a queue is closed then you'd need to assign a Q manager an have them log all agents out/in.

Alternatively, create a dummy ext per group/queue and change your inbound rules to hit the dummy ext first.

Configure each dummy ext so that when available it goes to your normal routing. When dummy ext is DND forward calls to external number.

You can then use the webclient or mobile app to change the status of these dummy ext to DND or available.

alternatively, set up a spare for per dummy EXT so when you hit the DND button on it, they divert. But, then you'll have a phone doing nothing. unless you provisioned the phone's primary EXT to be the dummy and added a 2nd SIP account manually but thats a lot of effort..

 

[jskinner97]

No. It is a flat out, force PBX to out of office.

If you wanted granular management on whether or not a queue is closed then you'd need to assign a Q manager an have them log all agents out/in.

Alternatively, create a dummy ext per group/queue and change your inbound rules to hit the dummy ext first.

Configure each dummy ext so that when available it goes to your normal routing. When dummy ext is DND forward calls to external number.

You can then use the webclient or mobile app to change the status of these dummy ext to DND or available.

alternatively, set up a spare for per dummy EXT so when you hit the DND button on it, they divert. But, then you'll have a phone doing nothing. unless you provisioned the phone's primary EXT to be the dummy and added a 2nd SIP account manually but thats a lot of effort..

So I cannot make multiple feature codes? As I would still like the IVR to play, so they press option 2 and it will divert if a feature code is called on any phone.

I have had a play with the inbound rules, and I think I have an idea...

So, I create a CFD and have a duplicate Digital Receptionist via CFD, and it'll just make calls to a defined number in the CFD if they press option 3 etc. Have one phone in the office that is the master, so if I press DND it will go to the CFD digital receptionist, and if it is set as Available it will go to the digital receptionist.... does this make sense?

 

[Alphabetic]

Do all calls come to IVR? I thought you wanted so seperate for different queues/groups? Are you planning on having an IVR per group?

You'd still have your calls come in to a dummy EXT first. just specify that when available go to IVR1 when DND go to IVR2 > DTMF 3 > external #. You dont really need a CFD for that but can build it if you want..

 

[jskinner97]

Do all calls come to IVR? I thought you wanted so seperate for different queues/groups? Are you planning on having an IVR per group?

You'd still have your calls come in to a dummy EXT first. just specify that when available go to IVR1 when DND go to IVR2 > DTMF 3 > external #. You dont really need a CFD for that but can build it if you want..

Yes, all calls need to go to the IVR first. Yes, separate for the groups because I am planning on having companies with less than 3 extensions on the same PBX as us. Ahhh fair, I have just made the CFD but error message saying something about an Amazon Polly ID...

I will have a look at that now thanks

 

[jskinner97]

there is no external option

also i am getting this following error message.... this is the dummy ext set up, without the IVR (just as a test)

 

[Alphabetic]

Damn, Im not sure if CFD can send to external number from IVR as ive never used it. If not, you'd have to create another dummy ext that forwards to EXT number.

Are you able to dial that number normally? check your security settings for country codes too and make sure your outbound rule is correct.

 

[jskinner97]

In CFD, it says you can make an outbound call so I was just gonna try and experiment with that.

How many night service keys are there?

 

[Alphabetic]

1 to force to OUT OF HOURS mode.