How to switch between IP phone and softphone preference for calls

[erostratus]

Hello,

I’m sorry if this is an easy answer. I have some users on Yealink W56P DECT phones. They’ve got extensions to receive calls from IVR on the Yealink phones. If they are out of the office, they want IVR requests to their extensions to route to their softphone apps instead. I know this is possible if you go to Extensions -> Phone Provisioning -> Preferences. You can switch between IP Phone and Softphone call control. But that is a really cumbersome way to do it, and as far as I can tell, you need to be an admin logged into the dashboard to be able to do it. Is there any easier way?

Thank you!

 

[Evolute IT]

Hello,

I’m sorry if this is an easy answer. I have some users on Yealink W56P DECT phones. They’ve got extensions to receive calls from IVR on the Yealink phones. If they are out of the office, they want IVR requests to their extensions to route to their softphone apps instead. I know this is possible if you go to Extensions -> Phone Provisioning -> Preferences. You can switch between IP Phone and Softphone call control. But that is a really cumbersome way to do it, and as far as I can tell, you need to be an admin logged into the dashboard to be able to do it. Is there any easier way?

Thank you!

The setting you speak of is in no way related to call routing. It simply means which device will be controlled by the CTI/CSTA agent (webclient and desktop apps).

Softphones will always ring unless not configured for the user. With V16 U3, you can choose, for each status, if the extension can receive Push notifications (incoming calls and chats). You can try using statuses so after hours the call rings the mobile but not during the day.

 

[erostratus]

Thank you! This is exactly what I needed. I didn't understand what you were saying, but now I do. For anyone else:

You need two statuses that accepting incoming calls (Available + Custom 1):

• For one of those statuses, under "Forwarding Rules" for the extension, choose to receive push notifications. This will be the status where both the IP phone and the 3CX app ring.
• For the other status, deselect push notifications. When a call comes in, the IP phone will ring but the 3CX app will not (because it's not receiving the push notification to ring).

Note: If you test this with the 3CX app open in the foreground, it will still ring because it doesn't need a push notification while in the foreground. Be sure to close the app before testing.