Question regarding call forwarding and cost

[KevinGee]

Hi,

Im new to this so bare with me! I setup my 3CX, it was very easy to put everything in place and it works fine.

I have setup call forwarding on my extension so that it rings on my cell phone number.

My question is, how is this technically done? My concern is mainly regarding the cost.

Which of the following scenarios is true:

a) A person calls me -> connects to the PBX which rings my cell phone -> I answer. In this scenario the PBX while im on the line transmits the data back and fourth (acting as a proxy)

b) A person calls me -> connects to the PBX which forwards the call to cell phone -> I answer. In this scenario I talk to the other person directly and the PBX has nothing to do with it (I assume GSM).

Is there even such thing as the second option? Is it more expensive to have option A than answering the call on my 3CX iOS client without forwarding to my cell number?

P.S: I am using Twilio if it matters.

Thanks!!

 

[Marari]

@KevinGee

The easiest way to answer this is to point to the "Number of Calls In Use" in the dashboard of the admin console.

When you forward a call from the PBX to an outside line, one SC is being used up against your count. This means that the PBX is still in the loop and transmitting the data as a middleman.

Is it more expensive? Technically yes, because you add the call of carrying a VOIP service. If you pay an incremental per minute fee, then it's even more expensive.

Now... if you're forwarding to a cell phone number, you're adding the cost of the cell phone plan into it as well. If you pay per minute or pay-as-you-go, then it's even more expensive.

If you're using DATA to answer the call, then you have to factor in the cost of your data plan at a granular level. If you're connected to wifi, then you have to add the cost of your internet connection instead. If you're on free wifi, WIN (but mind the security...)

I hope that answers your question.

 

[leejor]

a) A person calls me -> connects to the PBX which rings my cell phone -> I answer. In this scenario the PBX while im on the line transmits the data back and fourth (acting as a proxy)

This is the way it works. You pay any costs for the incoming call to 3CX, and the call costs on the outgoing trunk as well. Both will be up during the conversation, when either forwarding (to your mobile number), or using the "Ring my Mobile" option in the extension settings.

If you make use of the 3CX App, then you eliminate the trunk required to call your mobile number (because you are now calling your 3CX extension number), but will incur any data costs for the 3CX extension call through the App.

 

[KevinGee]

@Marari @leejor
Great, thanks for your answers! Now its quite clear to me that I should NOT forward the call to my cell unless necessary!

The main reason I setup call forwarding is because most of the time I am in areas where the mobile internet is poor and I cannot reliably use mobile data or wifi. I thought that forwarding to my cell would trigger a GSM call which would eliminate the connectivity issue. Even though calls are more clear using call forwarding to my cell, there is a considerable delay in audio, which based on all those connections you describe, I assume its normal since it cannot be 100% realtime.

 

[Marari]

@Marari @leejor
Even though calls are more clear using call forwarding to my cell, there is a considerable delay in audio, which based on all those connections you describe, I assume its normal since it cannot be 100% realtime.

Correct. And you're welcome!

 

[cobaltit]

Another option is if you have conditional call forwarding available at the provider level like we do. So you could have 3CX ring the soft phone on your smart phone (technically not forwarding) and then after a certain duration have the call forwarded at the provider level to your cellular number which should have no delay. With Twilio you should be able to accomplish this with an app or perhaps their IVR service.

 

[leejor]

Even though calls are more clear using call forwarding to my cell, there is a considerable delay in audio,

I use the Ring my Mobile option all the time and have never experienced any noticeable delay issue. It may be one of several things. Mobile provider or choice of Codecs (high bit rate Codecs have been known to increase delay because of processing time). You might want to do some tests to see where the delay is introduced. Use a landline number in place of the mobile, and see if there is still a delay. Try with a mobile NOT on the same network as yours, and another number on the same network.