Rings groups and a more complex voicemail system

[mgiara]

Hello!

My boss asked me to setup the following:

• He wants all phones to ring on an incoming call from our SIP Trunk, but 4 extensions to have their own dedicated mailbox, while all others have a general mailbox.

Is there a tutorial available to set this up that I've been unable to find thus far? I currently have all extensions in a single ring group to accomplish them all ringing on an incoming call from the same SIP trunk.

• Can I also setup a custom voicemail greeting for the 5 separate mailboxes (I'm sure this is possible if the above is)?

Lastly, we will eventually setup a phone tree, and I do see tutorials for that, so I will address that after since the above is higher priority.

• 3CX Version, Professional Annual 18.0 Build 461
• Server OS, Hosted by 3CX
  
  
• IP Phone Make/Model/Firmware version,
  
  
• Provisioning Method: STUN
• Trunk Provider or VoIP Gateway Make/Model, Telnyx
• Has the Firewall Checker passed: YES
  
  
• Are custom Phone Templates being used: I'm not sure, I don't think so?

Thank you for moving this to the proper place! My apologies.

 

[SteveITS]

Each extension has its own voicemail by default. They can have their own greetings (set via phone or in the app/web client).

In the ring group you can set "Destination if no answer" to someone's voicemail, such as the general mailbox.

For other extensions you can disable voicemail and set the Forward Rules tab to "forward to extension's voicemail" then set the general mailbox.

 

[mgiara]

Each extension has its own voicemail by default. They can have their own greetings (set via phone or in the app/web client).

In the ring group you can set "Destination if no answer" to someone's voicemail, such as the general mailbox.

For other extensions you can disable voicemail and set the Forward Rules tab to "forward to extension's voicemail" then set the general mailbox.

Right, thank you. I understand all of this, I guess I'm just unsure of precedence of the rules and their repercussions.

If I set the ring group's "destination if no answer" to the general voicemailbox
And then a manager's User -> Forwarding Rules -> If I do not answer calls/if I am busy/after timeout to "Forward to extension's Voicemail"
Does that user rule override the ring group's rule?

I suppose if the answer to that was yes, then all issues go away.

Actually with that last point, I think I see exactly what you mean.
I can set the 4 users "If I do not answer calls/if I am busy/after timeout" to forward to their private vm boxes, and then set the others to the general box.

If I were to do that, what would I set the Ring Group's Destination if no answer to? Same issue is what's throwing me for a loop. What does the Ring Group's Destination if no answer do, if individual users have their own specific instructions?

 

[SteveITS]

If I set the ring group's "destination if no answer" to the general voicemailbox
And then a manager's User -> Forwarding Rules -> If I do not answer calls/if I am busy/after timeout to "Forward to extension's Voicemail"
Does that user rule override the ring group's rule?

They are different things...calls to a User use that User's settings. Calls to the ring group use that setting. So it's not about "override," what happens depends on the number/ext dialed.

 

[mgiara]

They are different things...calls to a User use that User's settings. Calls to the ring group use that setting. So it's not about "override," what happens depends on the number/ext dialed.

Thank you for sticking with me this far Steve.

I'm working out every possible scenario in my head to make sure I don't miss one.

When a call comes into the ring group and all users are ringing, is that treated as an external call? Or is it now internal since it came from a virtual extension?

What I'm not connecting the dots on:
All external calls ring all phones per the ring group. Destination if no answer is the general mailbox.
These calls then hit the set of rules for all users as an external call.
Say 6 users' External Calls > After a timeout forward external calls to "Forward to extension's Voicemail" and say we have a dummy extension 201 to serve only as a general voicemailbox.
4 users' External Calls > After a timeout forward external calls to "Forward to extension's Voicemail > that extension's voicemail"

Which voicemail box does the call get routed to and why (because of which of the above rules)?

 

[SteveITS]

When a call comes into the ring group and all users are ringing, is that treated as an external call? Or is it now internal since it came from a virtual extension?

An external call that gets to the ring group is an external call.

These calls then hit the set of rules for all users as an external call.

No, those don't apply. The call was to the ring group. If the ring group "destination if no answer" forwards to one of those users, THEN that user's setting applies.

Say 6 users' External Calls > After a timeout forward external calls to "Forward to extension's Voicemail" and say we have a dummy extension 201 to serve only as a general voicemailbox.
4 users' External Calls > After a timeout forward external calls to "Forward to extension's Voicemail > that extension's voicemail"

Which voicemail box does the call get routed to and why (because of which of the above rules)?

The ring group's destination is the x201 voicemail so that's where the call goes. The call is not "to" any of the users. The call does not belong to any of the users until one answers it.