Solved Group Call forwarding broken?

[tol]

Hello,

I need an extension setup with a forwarding (DND) of external calls to a call queue during business hours. The call queue has an inbound rule for business hours and another routing to a voice prompt for out of business hour information. So I tried different setups:

- Set the DND forwarding for external calls to the external number of the group -> can use out of office schedule but with this setup also calls to the group the extension is member of are forwarded. Is this by design???
- Set the DND forwarding for external calls to the queue extension -> no out of office hours usable of course. Group calls are not forwarded.


UserA is member of GroupA

External call to UserA -> UserA "Forward to number" of Group B -> Inbound Rule Group B OK
External call to UserA -> UserA "Forward to Extension" of Group B -> Group B No OOO usable
External call to GroupA -> UserA "Forward to number" of Group B -> Inbound Rule Group B Is Group Call forwarding by design?
External call to GroupA -> UserA "Forward to Extension" of Group B -> No forwarding As expected, but no OOO usable for direct calls (see case 2 above)

Any ideas how to setup this? Is the group call forwarding working as expected?

Tobias

 

[VasilisV_3CX]

Hi @tol,

When you say DND, are you referring to the Do Not Disturb status you're editing on the extension level?

Can you define what exactly you'd like to have happen? Use a call flow such as

- Call comes in, if external forward to Call Queue / Ring Group etc

 

[tol]

Hi @VasilisV_3CX,

yes, DND ist the Do Not Disturb status of the extension.

I would like this routing:

UserA has set DND status.
Office Hours, External call to UserA -> Forwarded to GroupB
OutOfOffice Hours, External call to UserA -> Forwarded to voice announcement (or no forwarding)
Office Hours, External call to GroupA where UserA is member -> no forwarding
OutOfOffice Hours, External call to GroupA where UserA is member -> no forwarding

 

[VasilisV_3CX]

Hi @tol,

You should be able to accomplish this using a dummy / routing extension.

I'd suggest the following:

1. Office Hours, External call to UserA -> Forwarded to GroupB: Route the in office hours external calls to your dummy extension.
2. OutOfOffice Hours, External call to UserA -> Forwarded to voice announcement: Have the dummy extension route based on "If I am busy or my phone is unregistered, forward calls to:" and choose your Queue where your group members are. At the bottom, add an exception where all calls (Caller ID: *) out of office hours route to your voice announcement IVR / extension.

 

[tol]

Hi @VasilisV_3CX,

it is working great with dummy extensions.
Thank you very much.

 

[VasilisV_3CX]

Glad to hear it's working! If you need any further assistance, feel free to open a new thread.