Solved Have incoming calls be redirected to mobile number

[fnxf_scewo]

Hi there! I've used the forum for answer many times, and now it's time for me to ask a question (status: noob):

I am in the process of setting up a service number which customers can call when they have an urgent issue with our product.
I would like to have those calls redirected to the mobile numbers of our service technicians (3 people).
At the moment I have a ring group with the service number as DID and all the service technicians (with prioritized hunt) in it.

My problem is that this setup calls them on their 3CX extensions- and not on their mobile numbers. I've tried using exceptions (under extensions > my service guys > forwarding rules > Exceptions > Calls from Caller ID), but I cannot figure out what to put as Caller ID so that the exception works...

Does someone have an idea?

Thank you in advance.

 

[AWS2P]

if you need to forward to 3 Tech in same time, you need a SIP trunk with available channels and a 3CX license with enough SC. Are these 2 point comfortable enough.
you can tick ring my mobile simultaneously in extensions / forwarding rules, and add mobile number in extensions / general / mobile number.

 

[fnxf_scewo]

Okay, so a separate SIP trunk with the service number as the main number? I think I can do that with the license we have.

I have added their mobile number in extensions > general > mobile number

If I tick "ring my mobile simultaneously" in extensions > forwarding rules, then does that not mean it will also ring their mobile when someone calls them regularly via 3CX (not via the service number)? Because that's what I would like to avoid.

 

[JohnS_3CX]

Hi,

If this is what you want to avoid, then they should use the 3CX mobile client to manage this option by themselves.

They can tick the option when needed and untick it when not needed. They also have the ability to use the Available2 status and disable the option only there.

Then they can switch statuses at will from their mobile app so even if they have no internet connection later, their cell line will still ring and they won't miss their calls.

Careful though: if anyone has call forwarding on their cell line (or voicemail timeout) and the call is answered elsewhere, then the other 2 agents will stop ringing since the PBX will be told by the provider that the call has been answered.

 

[fnxf_scewo]

Hi,

Unfortunately I cannot bring them to use the 3CX mobile client to manage this by themselves. They are too old and unwilling I have tried and tried to get them to use it, and failed. So I really need to do this on the PBX.

I am okay with it that the other 2 agents will stop ringing- I am planning to use prioritized hunt and not Ring All.

 

[JohnS_3CX]

Ok in this case, you can manage this yourself by creating another 3 dummy extensions (which won't be registered anywhere) and adding their mobiles there.

When the "on call" shift starts (ie. in out of office hours), you can send the DID to a new ring group that only contains those 3 dummy extensions.

Since there are no devices registered, the 3 extensions will start ringing the mobile numbers you defined.

Would this work better?

 

[fnxf_scewo]

Ok this is much better. I've set it up with Dummy Extensions. I can call the service number, and it will ring the mobile number of the service guys.

But now I have another problem- it will show that the call is coming from the main office number, and not from the service number. This decreases the chance of them picking up by 100%. How can I make it that the call the service guys receive will show the service number as the caller?

 

[fnxf_scewo]

Ok I've figured it out! I needed to set the Outbound Caller ID in the dummy to the number of the service hotline. Then it looks as if the service hotline is calling.

Thank you @JohnS_3CX and @aws2p for your help. Much appreciated.

 

[fnxf_scewo]

Ok, one more question.

Once the call has been connected to a service guy, it still shows the service hotline as caller. Is there any way that once it connects the call, that it will show the number of the original caller?

 

[JohnS_3CX]

I'm not sure you can avoid this conundrum without using the 3CX app.:

- If the main trunk number appeared you would have the same problem

- If the service line number appears you would have the same problem

- If the customer's number appeared, they would not pick up

 

[fnxf_scewo]

Yes I guess you may be right. Especially about the third point...

Have a great day and thank you again for your help.

 

[JohnS_3CX]

No problem, glad to be of help