Internal forwarding of calls

[treynolen]

Scenario: We have a custom status called "service call". We would like have the system set so that External calls are routed directly to voicemail when an extension is in this status. For internal calls, we'd like the call to go through to the extension so that staff in the office can get in touch with techs.

Under Call Forwarding for the extension, under the Service Call status, we set the "Forward Internal Calls to" to the extension itself and "Forward External Calls to" to Voicemail.

This does not work as expected, as internal callers are given a "Not Found" error when dialing an extension in this status. Is there a way to make this work? It would be very useful for getting calls to staff in the field (example, external call is put on park, internal staff members rings up the tech if it is very important, tech gets the call out of park).

Thanks.

 

[leejor]

we set the "Forward Internal Calls to" to the extension itself and "Forward External Calls to" to Voicemail.

The forwarding rules are usually undertaken when a set is unavailable / not registered, (no one is there). I don't believe it is designed to be used as a screening tool. I may be wrong as I'm trying to recall other scenarios similar to what you are trying. Trying to route to the same extension, may not be an option as there must be a condition to trigger the call forwarding in the first place, and you would simply be creating a loop.

 

[treynolen]

Then why have "for internal calls" and "for external calls"? That would be the condition, and internal calls would go through and external calls would be diverted to vmail.

 

[leejor]

Because you send the calls elsewhere, not back to the same extension. calls forward for a reason...no answer, DND active, set not registered ,etc. You are attempting to send the call back to the same location (extension) from whence it came, where a condition that triggered the forwarding was encountered. Same as (if it were allowed), forwarding your home number, back to itself, you would end up with a loop

https://www.3cx.com/community/threads/non-forwarding-of-internal-calls-on-dnd.43868/

https://www.3cx.com/community/threa...ernal-external-incoming-call-by-status.60082/

https://www.3cx.com/community/threads/choose-to-receive-internal-but-not-external-calls.49529/