Sending an incoming all to voicemail

[David Pearce]

I have a ring group (which could be a call queue) dialing three extensions at a check-in counter which could be answering the phone or serving a customer.

They are asking for a button to send the incoming call directly to voicemail so all the phones stop ringing. In other words that want to give the people in front of them precedence.

Any ideas for such a "stop the ringing and send them to voicemail" function?

 

[Marari]

@David Pearce

You could try this (I say 'try' because I haven't tested it).

In the call queue settings, adjust the "Destination if no answer" section as follows:

Destination if no answer

Maximum Queue Wait Time (seconds)
<value that matches the Ring Time (seconds) in the section above>

Voicemail box for Extension
<select an extension here>

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You could try that and see if it works. It would stop the ringing after the predetermined ring time.

 

[David Pearce]

That might work but they want a button that silences the ringing on demand.

 

[Marari]

@David Pearce

You may have to put in a feature request or do some deep diving with 3CX's call flow designer.

I don't know if that will tackle your issue or not, but at least the idea above is a possible (maybe) workaround. Also, make sure that the queue is set to ring all. If it goes round robin or prioritized hunt, it will likely only ring one extension before going to voicemail.

 

[SweetAction]

Do all 3 phones need to have unique extensions?

Instead of using a call queue or ring group, you can make all phones part of the same extension. The invite would trigger all 3 to ring, and hitting the divert to voicemail on one would cause the others to stop ringing.

 

[leejor]

maybe...sent incoming calls to an extension, that is then forwarded to the ring group, change the call forward direct to voicemail as needed. This may involve another set, to change the CF option or, peraps an additional linekey on an existing set.