Hello,
One of our customers with 3 employees has a 3CX PBX. He recently asked me to change the way the calls are handled when he thinks it's to busy to pick up a call.
Basically he wants to be able to divert a call to an IVR [which contains a message saying: (...)We're currently busy. Please try again later or mail to (...) - End call] whenever all three of the employees are in a call or have visitors in their office - he knows because the offices are seperated with glass. So theres basically no automatic trigger for the PBX to divert the calls unless it's being told so.
The call flow I designed for this is (ab)using the 'Available', 'Away' and 'DND' status on the main users extension but it's not working as expected. I've attached a screenshot of the callflow the way I wanted to use it.
Why let it ring 1 second you might ask? This is actually the trigger for the PBX to know what to do. The phones of all 3 employees need to ring, the one who takes it, gets it. If the main user puts his extension in away it means that no one is available for a call and thus the IVR - Reject Calls will be played.
When the main user (or another employee) puts his status in DND, the call will still be forwarded to the ringgroup, excluding the person who has set his/her status to DND. When the main user his status is 'Avaialble' the call will be forwarded to a ringgroup and ring at all 3 phones.
Issue: when an internal user tries to forward a call to the main user the call is stuck in the ringgroup because of the 1 second ring configured on his extension. The timeout timer on the 'Forwarding Rules' tab on his extension appear to be used for Internal and External calls.
I know this is not the way to do it but I'm kinda lost doing it the correct way - perhaps a queue instead of ringgroup? Does anyone have experience with a similar setup?
Any help is appreciateed.
Thanks
One of our customers with 3 employees has a 3CX PBX. He recently asked me to change the way the calls are handled when he thinks it's to busy to pick up a call.
Basically he wants to be able to divert a call to an IVR [which contains a message saying: (...)We're currently busy. Please try again later or mail to (...) - End call] whenever all three of the employees are in a call or have visitors in their office - he knows because the offices are seperated with glass. So theres basically no automatic trigger for the PBX to divert the calls unless it's being told so.
The call flow I designed for this is (ab)using the 'Available', 'Away' and 'DND' status on the main users extension but it's not working as expected. I've attached a screenshot of the callflow the way I wanted to use it.
Why let it ring 1 second you might ask? This is actually the trigger for the PBX to know what to do. The phones of all 3 employees need to ring, the one who takes it, gets it. If the main user puts his extension in away it means that no one is available for a call and thus the IVR - Reject Calls will be played.
When the main user (or another employee) puts his status in DND, the call will still be forwarded to the ringgroup, excluding the person who has set his/her status to DND. When the main user his status is 'Avaialble' the call will be forwarded to a ringgroup and ring at all 3 phones.
Issue: when an internal user tries to forward a call to the main user the call is stuck in the ringgroup because of the 1 second ring configured on his extension. The timeout timer on the 'Forwarding Rules' tab on his extension appear to be used for Internal and External calls.
I know this is not the way to do it but I'm kinda lost doing it the correct way - perhaps a queue instead of ringgroup? Does anyone have experience with a similar setup?
Any help is appreciateed.
Thanks
