Phone status not honored

[Bart]

L.S.

Currently we are experiencing troubles using the MyPhone phone status and the actual ringing behaviour of our physical phones.

For example: An incoming call (from our external sip line) is configured to be forwarded to a ringgroup. In this ringgroup are 3 extention from wich 1 is in away or out of office mode (both modes are configured to send the call to my voicemail for internal AND external calls).

When I call in from my cellphone thru the sip line my phone keeps ringing regadless its status in MyPhone. When I try to call my number from my collegues phone the call gets redirected correctly to my voicemail.

Is it normal that an external call routed thru a ringgroup ignores the MyPhone status?

Greetings
Bart

 

[nbailey]

This is normal. If a call comes in on a ring group the extensions phone status will be ignored and the phone will ring.
I don't know many companies that would want customers calling into a queue or a ring group and because 1 extension is at lunch all the calls go to voice mail or forward to this agents mobile phone.

Thanks,
Nate

 

[Bart]

Hello Nate,

The call shouldn't be transferred to the voicemail, when using a hunt group I would like it not to try to ring an extention that is out of office or away.

Is this possible in another way?

Thanx!
Bart

 

[nbailey]

Hi Bart,
you could use a Queue instead, this means agents log out when out of the office and in turn their phone is ignored. This is your option in this case.


Thanks,
Nate