Round Robin On Call to Mobile

[Kylie Thomas]

Hello, I am having an issue where the after hours queue is using round robin, but when it calls to someone's mobile number it doesn't transfer to the next person afterwards if they do not pick up. I was wondering if there was a way to bypass this so that it can go to the next person.

 

[leejor]

May depend on the trunking type used at the PBX. Is the call, to the mobile, seen as being answered, by 3CX? If you use a gateway, then that may be the case. Or, does the mobiles voicemail answer?

 

[YiannisH_3CX]

Hello @Kylie Thomas

I am not sure i understand the call flow so it is hard to understand what is happening. Do you mean that an incoming call arrives at your Queue which is set to round robin and the agents have the option "Ring my mobile simultaneously" enabled? If that is the case what is the Ring time of the Queue? Please let us know if i misunderstood something.

 

[Kylie Thomas]

I think that I need to clarify. The call arrives to the queue, which is set to round robin, and currently we haven't been able to implement ring my mobile simultaneously because it gets hung up on the first mobile phone's voicemail. We have an agent that has issues where their 3CX turns off at night so we would like to be able to direct all calls to the mobile phone numbers of agents at night. I was wondering if there is a way to keep it from going to the mobile phone's voicemail and continue going through the Queue. I believe the ring time is 30 seconds before next phone with max hold of 6 minutes.

 

[leejor]

I was wondering if there is a way to keep it from going to the mobile phone's voicemail and continue going through the Queue.

If the issue is that the voicemail of the mobile is answering too quickly, then this is accepting the call. It will not continue to move on to any other agents). You have would have to diasable the voicemail of the mobile, or increase the forward to voicemail time, so it is longer than the allowed ring time per agent.

 

[YiannisH_3CX]

Thank you for the clarification. As @leejoe mentioned the ring time for the agents should be shorter that the time it takes for the mobile voicemail to answer.
If the voicemail of the mobile carrier answers the call the PBX will receive a 200 OK message and will consider the call answered as it does not know who answered the call. The sip flow for the PBX is the same regardless of who answers the call.
Also if a mobile phone is not available / Switched off / No signal and the call is diverted directly to voicemail then again the PBX will immediately receive a 200 OK and will consider the call answered.

 

[Kylie Thomas]

That makes sense, thank you for your help.

 

[YiannisH_3CX]

Glad we could assist