Queue Call Forwarding

[motivit.admin]

Hi All,

Is it possible to forward a call to an external number if all agents in queue are on a call? My plan is to limit the accepted callers on the Call Queue to 6 and the number 7 caller will be automatically forwarded to an external number.

Regards,

 

[Alejandro_3CX]

Hi @motivit.admin in the call queue you can limit the callers, for example



So if there are already 6 calls in queue and another call is received, the caller #7 then it will be forwarded to the destination if no answer where you can set the external number:




In this escenario you have to configure an outbound rule only using prefix or digit length, do not set the criteria from extension or groups since this rule will be used by the system extension.

Have a great day!

 

[Felicia King]

Is there any way to either provide a call queue manager the ability to change "destination if no answer" themselves and not affect any other call queue?

Is there a way to be able to make a button or a dial code that could automate the setting of "destination if no answer" to a predefined external phone number?

 

[VoIPTools]

Not without without custom programming. This is typically done in the 3CX management console only.

 

[Felicia King]

Custom programming would be acceptable. I thought about CFD, but not sure about how to get the functionality accomplished.

 

[VoIPTools]

I described how to do this in more detail in your other post. Essentially, you could call a web service (API) that then in turn makes changes to the queue settings via the Call Control API.

 

[Alejandro_3CX]

Is there any way to either provide a call queue manager the ability to change "destination if no answer" themselves and not affect any other call queue?

Is there a way to be able to make a button or a dial code that could automate the setting of "destination if no answer" to a predefined external phone number?

You can set a role to the queue manager in order to access the call handling in his group.

Check this table

So he/she will be able to change the destination if no answer for the queues added in the group.