Solved Queue out is behaving as DND?

[String-and-2-cans]

v16 windows client if the Queue Out option is selected, the users direct calls DDI or internal go straight to voicemail. Its as if "Queue Out" is behaving as "DND"?

Anyone else?

 

[YiannisH_3CX]

Hello @String-and-2-cans

Is the status of the extension still available when you hit the "Q" button? Direct calls to extension should still work unless the status of the extension changes or if any exception rules apply.

 

[String-and-2-cans]

Hello @String-and-2-cans

Is the status of the extension still available when you hit the "Q" button? Direct calls to extension should still work unless the status of the extension changes or if any exception rules apply.

Not sure what you mean
I'm on about the pulldown with Available, Away, DND, Queue out on it.
Selecting queue out makes all calls to the extension, including DDI and direct extension number go direct to voicemail

 

[YiannisH_3CX]

So you named a custom status "Queue Out"? If that is the case then depending on which custom status you renamed the extension could be acting as Away or DND.

 

[String-and-2-cans]

So you named a custom status "Queue Out"? If that is the case then depending on which custom status you renamed the extension could be acting as Away or DND.

No - I didn't.
I assumed the list of options on the dropdown were factory standard. The installers may have...
On the Windows client, Under 3cx/company name, the dropdown menu has: Available, Busy, DND, Mobile Divert and Queue Out.
Its that queue out that also causes direct calls to go to VM.

Now if I read your reply correctly, that menu is defined by "us" with various options? So the queue out there could be doing something other than what it says in English?

 

[String-and-2-cans]

Ah - just found Settings-->General and in there it has Rename Available 2 and OOO 2 as "Mobile divert" and "Queue Out".

So I guess that means "Queue Out" actually means "out of office" - and hence the behaviour.

What a silly setting to do!

(I guess the "Q" button is actually the way to "Q logon" and "Q logout" (as in log into or out of the queues you are/were logged in already) 0

 

[YiannisH_3CX]

The 2 statuses can be renamed either from the PBX or individually from the client. So someone changed them and programmed the status to log users out of Queues by enabling the options "Log out from queues " under the extensions forwarding rules.

 

[String-and-2-cans]

The 2 statuses can be renamed either from the PBX or individually from the client. So someone changed them and programmed the status to log users out of Queues by enabling the options "Log out from queues " under the extensions forwarding rules.

Yes, you are exactly right.
The "problem" is that under the forwarding rules, something has to be set - which in this case is forward to voicemail. So hence the button does log out of queues, but also diversts calls to voicemail. In other words, in reality, same as DND

If this could be set to "log out of queus" and have an option under "forward rules" to "do nothing" - then this would be fine.

But something has to be picked under forward rules, each of which hands off the call.


Bit of an oversight by the implementer/configurer who should've known or at least tested this

 

[YiannisH_3CX]

The idea behind multiple forwarding rules is to give you flexibility to have multiple destinations for your calls depending on the scenario, not to just log you out of the queues. There is a button for that (clients) and a dial code if needed. You can also configure a blf button to do this. Forwarding rules are pre-configured profiles that allow you to change multiple settings on your extension with one selection.

However you can set the "Launch" forwarding rule to log you out of the queues which will keep your extension ringing normally.

 

[String-and-2-cans]

Yep, BLF button and app used. (Though I started a thread where "I am told" this doesn't always work properly, but can't comment further as not seen with own eyes).

I understand these rules and what they are meant for - (thanks, you have been helpful), the only thing I don't get is why the expert configurers renamed the OOO2 and set it up that way when it doesn't work lol

Not sure what you mean by "However you can set the "Launch" forwarding rule to log you out of the queues which will keep your extension ringing normally"?

 

[YiannisH_3CX]

The default name of the 2 editable profiles is "Lunch" and "Business Trip". While "Business Trip" behaves like DND or Away the "Lunch" status is like Available. So your extension will still ring if called.

I suspect that who ever set your PBX up used the "Business Trip" status and renamed it as "Queue out".
If you use the "Lunch" status to log out of queues the extensions will still be reachable for direct calls.

 

[String-and-2-cans]

Perfect answer. Yes, appears so. the other renamed option is set to "mobile divert" - and diverts to mobile. No reason why they couldn't be the other way round (as the divert there is after 1s (aka instant)
Sorry - I didn't notice that one had other options (e.g. ring for 20s before divert).
I will have a word with the installers - looks like they mistakingly got them the wrong way round and didn't notice.

Perfect answers, very enlightening - thanks for your time