Solved How To: Calls come into receptionist if logged into queue, if not call goes to IVR

[dmoorenot]

I've been on 3CX for years and generally I can figure out most things but this one has be stumped. Here is the call pattern:

Call comes in > If Receptionist is logged in or not on phone/busy, call rings at receptionist extension, if receptionist is not logged in > Call goes directly to standard IVR

We are trying to allow most calls be be handled by the receptionist but without having to have the customer go through the IVR first with the IVR being the "backup".

 

[dmoorenot]

Well, I think I kind of figured out a solution. I created a new extension just for Reception. Then in Forwarding Rules, I added a forward if no answer in 8 second to extension and then selected the IVR extension.



All good, now I just need to put two extensions on the same phone (Grandstream GXP-2170) - the problem is that it appears that "out of the box" it is not possible to deploy two extensions onto a single phone and a bunch of template editing is required. Is this a good solution or is it cheaper to just put two phones onto the desk, each with their own identity?

 

[dmoorenot]

Ok, finally answered my own question. Created: Ring Group for reception, assigned all main external numbers to it > Set 3 second roll over if not answered to > Main IVR

Works perfectly fine! Can't believe that I didn't find a google search for that.

 

[VasilisV_3CX]

Hi @dmoorenot

I'm glad that you managed to find the solution.

Thank you for sharing it so that others can also benefit from your findings.