Multiple Locations and Multiple Receptionist

[MSternfeld]

Hi Guys,

I was hoping to pick your mind a bit, after several days of reading different posts, I've either stumbled upon something that no-one else has an issue with (Yea right) or more likely my searching skills are lacking severely...

So let me paint the picture first:
We have one 3CX setup for EMEA, for this currently we connect:
2 Locations in the Netherlands
1 Location in France
1 Location in Italy
1 Location in Switzerland.

Now here comes the kicker, once people call a DID and the user doesn't pick up they will be prompted with the Please press # for the reception desk or * to leave a message (Or another way around a bit early and no coffee)

No matter what location they call, pressing the button will bring you to the Operator setup under PBX Settings. Which in this case is the very first receptionist to be created in the system. Is there a way to route to the correct locations receptionist (Each has one) based on the DID that did not pick up?

We are about to deploy 7 more locations so would really be nice if i could figure this out before.

Thanks in advanced,
Mike Sternfeld

 

[YiannisH_3CX]

Hello @MSternfeld

Please note that you can have only one operator extension on each system so by pressing the * button all calls will be routed to the operator extension.
You could however setup a dummy extension as the operator and route all calls through that extension to a digital receptionist that will provide the callers with options as to which countries operator they would like to speak with.
Or you could post your idea on https://www.3cx.com/community/forums/3cx-ideas/ . All posts are reviewed by their corresponding Departments and, if feasible and voted for by other users as well, may be implemented in an upcoming service pack or update.

 

[VoIPTools]

Building on YiannisH_3CX's suggestion, another option might be to setup a dummy user extension and set this extension to forward all calls to a CFD (my assumption is that 3CX won't let you setup a CFD queue as an operator extension). The CFD could look at the call chain to determine where the call came from and route the call to the appropriate receptionist. So, for example, my guess is that you have extension groups setup of each location. You could have a lookup table that says if the call originally came to extension X, the extension is in France, so forward the caller to the receptionist in France. Naturally, I've not tested all of this scenario, but I'm fairly confident this could be done.