RingCentral to 3CX

[pcunite]

Our company is migrating from RingCentral to 3CX, RingCentral is great and I recommend it for anyone not wanting their own PBX.

With RingCentrl the following is transperent to the caller, with 3CX is not.

1. Caller calls 123-123-1234
2. The auto attendant waits for caller to push keypad #1

3. The PBX rings external 555-555-5555, no answer after 4 rings (not seconds btw)
a) the PBX now trys extension 555-222-222, no answer after 3 rings (the ring count is configurable, this is important because some phones that our employes have might go to their personal voicemail sooner than others no one wants a customer hearing a personal voicemail)
b) the PBX now trys calling one more time some other number
c) the PBX now plays "All reps are busy, please leave a message" and records their message.

In the above if anyone does answer the call they will hear a "To accept this call press 1" this way they know it is not their wife that is calling, but a customer. The ENTIRE time the caller only hears music...

Using 3CX to accomplish the above is not obvious. The closest you can get is...
1. 3CX trys the extension, and if not answered after x seconds...
2. The 3CX extension forwarding rules kick in, the first rule is "Offer option to Confirm accept " to which 3CX tells the caller "finding them" or something, very annoying, how to turn that off?!
3. The next rule kicks in and it is only given x seconds to ring, all rules are, and the number quickly goes to personal voicemail, which is answered so 3CX never gets to tell the caller all reps are busy!

After typing all the above it seems that dummy extensions is maybe the answer???? But we are calling external numbers, not extensions.

 

[archie]

You've just described correct behaviour of PBX. What is the bug?

The "Continue ringing for" , set it 5, 10, or 20 seconds... does not matter. It will continue to ring...

Do you mean the settings of Extension's forwarding rule? It tells how long EXTENSION should ring before attempt is decided as 'No answer' and get forwarded to next destination. Does it work incorrectly for you?

 

[pcunite]

Do you mean the settings of Extension's forwarding rule? It tells how long EXTENSION should ring before attempt is decided as 'No answer' and get forwarded to next destination. Does it work incorrectly for you?

Ahhh, that is what is making this confusing... I see why you don't think it is a bug... I think it should now be labeled as a bug otherwise consider the following:

* A caller presses 1 at the IVR, this causes extension 1000 to ring.
* Extension 1000 is set to ring for 10 seconds.
* Extension 1000 does not answer, it has two forwarding rules so no problem, the first rule starts...
* The first rule is to call an external number, a cell phone. It continues ringing the cell until someone, or something (voicemail) answers.
* We never make it to the next rule because we have just left the PBX.

Don't you see now that it should not ring the cell phone for longer than X seconds? At least make it configurable.
Make sense?

 

[archie]

No, I do not see.
Really, would you expect a configurable timeout on external call? I mean when you just dial external number on your extension - would you expect that PBX interferes and forward it somewhere if callee doesn't answer timely? NO. Why forwarding to external number should be considered differently?

 

[pcunite]

No, I do not see.
Really, would you expect a configurable timeout on external call? I mean when you just dial external number on your extension - would you expect that PBX interferes and forward it somewhere if callee doesn't answer timely? NO. Why forwarding to external number should be considered differently?

The reason you should treat external numbers differently is because they have the potential to make the caller leave the PBX. A cell phone for example that does not get answered would go to the personal voicemail of the cell phone, this is not desired. By enabled only 3 rings to a cell phone 3CX can stay in control of the call and ring other extensions or number as desired.

 

[[email protected]]

The reason you should treat external numbers differently is because they have the potential to make the caller leave the PBX. A cell phone for example that does not get answered would go to the personal voicemail of the cell phone, this is not desired. By enabled only 3 rings to a cell phone 3CX can stay in control of the call and ring other extensions or number as desired.

Agree that this would be useful.

We have sometimes used ring group with only one extension which is forwarding to external number to achieve this. When the ring group times out 3CX follows no answer rule for the ring group.

 

[Lukas]

I have read this thread and I am concerned about being able to replicate a configuration that we use a lot (we currently use a different IP PBX, but we are out of user licenses and this could be a good time to upgrade to a software with more features which could be useful in the future).

We have 2 support agents and a supervisor, which are often on field trips (one, two, or the three of them at the same time) and thus answer the support calls with their mobiles.

Ideally, we would need the mobiles and extensions of the two agents ring at the same time, and if none of them answers the call in 30 seconds the mobile and extension of the supervisor should start ringing -- and the mobiles and extensions of the two agents should keep ringing as well. Agents are instructed not to have voice mail on their mobiles, as with our current PBX a call that goes into the mobile voice mail would be considered answered (quite obviously I think) and the client would be taken to the mobile voice mail rather than kept waiting for someone to pick up the phone.

The extensions and mobiles are set to ring for 50 seconds, and once those 50 seconds have elapsed the wheel starts over again (we had to do this because the mobile phone company disconnects an unanswered call after approximately 60 seconds, and we need to keep the client in the loop if no one is able to pick up the call immediately, retrying the mobile call).

Is it possible to achieve this?

Thank you in advance for your help!