Specific call flow

[DenisC]

Hi all,

Our client has this kind of flow:
Inbound rule: every public number is routed to a specific user/extension
User: If the user does not pick up the phone after a specified time, the call is routed to a ringing group. All extensions are members of this ringing group. (It is a small company)
When nobody picks it up after a specified time, the call ends with a message that all operators are busy.

Now this is what the client wants now. If nobody picks it up (after it was ringing for all the users), the call should be forwarded to an external number (cell phone) that belongs to the specific operator - the one that the call was originally routed to in the inbound rule.

I guess I will have to change the entire logic of the flow, but I cannot figure it out how.

 

[leejor]

Simply create a dummy extension, that is forwarded to the desired mobile number. Use that extension as the No Answer destination, in the ring group.

the call should be forwarded to an external number (cell phone) that belongs to the specific operator - the one that the call was originally routed to in the inbound rule.

The call will route over a trunk, based on your outbound rules to the mobile number, that you choose. I'm not certain abut a "specific operator", and how that comes into play. Routing is based on the number dialed.

 

[ChrisC_3CX]

I'm not saying that what @leejor said would not work, but, you can actually send the call directly to the external number from the Ring Group without using a dummy extension:


That said, all you would need to do is change the Ring Group's "Destination if no answer" from what it's currently set to, to "Forward to Outside Number" and specify the user's mobile number.

 

[DenisC]

Hi guys,
thanks for the answers, but that will probably not work. The fault is in me, as I probably did not correctly specify the problem. So let me try again.

Inbound rule1: external number01 -> extension01
Inbound rule2: external number02 -> extension02
Inbound rule3: external number03 -> extension03
(yes, all the DIDs are routed to specific users)

extension/user settings (for all of them)

If busy or the call is not answered for a set time, forward to ringing group. All the extensions/users are members of the ringing group

The client's request is this:
If all the users are busy/not answering (after the call has been forwarded to the ringing group), then if:
the original call was made to external number01 - forward to cell phone number01
the original call was made to external number02 - forward to cell phone number02
etc.

So simply forwarding the call to external number if there is no answer won't do the trick, as the need is to forward it to a specific external number based on the inbound rule where the call originated as seen in the above example.

 

[NickD_3CX]

I don't see an easy way of achieving this.

I supposed it could be done in the following way:

1. Ext Number 01 --> Ext 01
2. Instead of Ext 01 transferring to the RG, it transfers to CFD A
3. CFD A writes an entry somewhere which Extension transferred the call to it and what the Caller ID of the Ext Number 01 is, then immediately transfers to RG.
4. RG timeout transfers to CFD B
5. CFD B checks the places CFD A writes to, checks with the External Number is, finds the Ext 01 is that transferred the call was, then removes the entry and transfers the call to Ext 01 or the Mobile of Ext 01.

It would take a bit of time creating the 2 Call Flow Designer apps, but I supposed it is doable the way I imagine it.

 

[leejor]

Create 3 ring groups. Each extension forward no answers to it's own ring group. Each ring group will contain the same 3 members (or exclude the one they just rang). This provides 3 different ring group no answer destinations , depending on which extension the call originally went to.

 

[DenisC]

Thank you very much guys - both NikcD and leejor. Both are interesting and gave me something to work on. The ringing group idea worked when I tried it on a test environment (it was the first to try as it was much easier), but in the end the customer changed his request and we ended with simple email notifications. Ahhh, the customers

I'm really thankful, guys. This is my second request on the forum and I always recieved interesting ideas that always pointed me in the right direction.