Problem routing calls when Away status set

Discussion in '3CX Phone System - General' started by staffop, Dec 9, 2016.

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  1. staffop

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    We are using 3CX V12 SP6.2 with Yealink IP phones.
    When setting the 'Away' status on incoming calls to the main reception phone, calls should be re-routed to a cordless internal extension (Yealink W52P). We are finding that incoming INTERNAL calls are routed correctly to the cordless but EXTERNAL calls are not and carry on ringing the reception phone (T46G).
    3CX is configured to route incoming calls to the Digital Receptionist, the default of this is to connect to a Ring Group which is set to 'Prioritised Hunt' between the two phones on reception (The idea being that if one reception phone is busy it will re-route to the 2nd reception phone).
    If the call is not answered on the reception phone it re-routes calls to the digital receptionist again and callers can press 1 to leave a message or hold to go back to the ring group again.
    Any ideas how we can solve this?
     
  2. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    Are you calling directly to extension when calling from internal or are you calling the ring group? The reason i am asking is because a ring group will ignore the forwarding rules of an extension. So if an extension is set to Away and in part of the ring group and you call that ring group then the phone will not ring but the call will not follow the forwarding rules of the extension. If you call the extension directly then the forwarding rules will be followed.
    Also have in mind that extensions have different forwarding rules for internal and external calls

    Hope that makes sense
     
  3. staffop

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    Yes that would make sense, internal calls would be direct to the reception phone extension. What would be the best solution for forwarding to the cordless when needed?
     
  4. staffop

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    Will a call queue ignore the forwarding rules of an extension?
     
  5. YiannisH_3CX

    YiannisH_3CX Support Team
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    I think that what you want to achieve can be done without ring groups or queues. After the call leaves the digital receptionist it will reach the 1st reception extension. You can use that extensions forwarding rules (phone is busy) to forward the call to the 2nd extension in the reception. If that extension is also busy then you can forward the call back to the digital receptionist. A queue works in the same way as a ring group in this regard
     
  6. staffop

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    So if we want divert incoming calls to a cordless (internal) extension when the receptionist is away, what is the best way of doing that?
     
  7. tratz

    tratz New Member

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    I would do what Yannish says and change the presence to forward the call to the cordless extension when away or away2
     
  8. staffop

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    I seem to have a loop going on now I've reconfigured this. When away status is set on 100 (Main Reception Phone) it diverts to the Digital Receptionist 'Main Busy' message but then loops around on this msg and never ends up on the cordless. Here is the config currently:
    100 - Reception Main Phone
    101 - Reception Cordless Phone
    102 - Reception Secondary Phone

    Inbound rule set from External number to Digital Receptionist (803 - First Message)

    Digital Receptionist - 803 First Message
    Press 1 - Routes to Extension 100
    Press 2 - Routes to Extension 113 (Office)
    Timeout (5 secs) - Connects to Extension 100
    Non existent extension - Connects to Extension 100

    Digital Receptionist - 801 Main Busy
    Plays a recorded msg that all receptionists are busy and can press 1 to leave a message or hold the line to wait for reception to pickup.
    Press 1 - Transfer to voice mail (100 Receptionist)
    Timeout (4 secs) - Connect to Extension 100
    Non-existant extension - Connect to Extension 100

    The forwarding rules in the 3CX console are set to forward calls on 'Away' status to 101 for internal & external calls.
    In the T46G Web console, the Away status is toggled between ON/OFF with codes *31/*30 with target set to 101 (Cordless).

    As stated on the original post, I'm trying to route incoming calls to 100 initially and then 102 (2nd reception phone) if 100 is busy. If both are busy then it should route to Digital Receptionist 801 (Main Busy) to route the call accordingly.
    If Reception 100 phone is set to 'Away' then all calls should route to 101 (Cordless).
     
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