Solved Status forwarding rule not applied to ring group or call queue calls

[sanch6]

Hey guys,
I'm wondering if I'm wrong, if something is wrong in the system or if what I'm trying to achieve will simply never work.

I'm trying to forward incoming external calls (ring group or queue, but queue would be better) from an extension (A) to another (B) depending on the extension A status.
On extension A, I've set the status "away" to forward calls to extension B.
If I directly call A, the call is correctly forwarded to B, but not if call is coming from a queue or ring group.

This would be for 2 receptionists users, who needs to forward calls to 2 different (one at a time) remote office when needed (holiday, meetings, etc.) with a simple BLF/speed dial on their deskphones (Yealink T54w).
I'm running on Version 20.0 Update 4 (Build 487 Release).
Thanks for your help.

 

[NicholasP_3CX]

Forwarding rules are ignored in a Ring Group or a Queue.

If you (Ext A) have a forwarding rule on your extension to go to extension B, but the next agent in the list in the ring group or the queue is Extension C, then the call would never go to the next agent in the ring group.

The Ring Groups and the queues have their own call flows which would clash with what is configured in the forwarding rules.

Nothing wrong with the system.

 

[sanch6]

Hey @NicholasP_3CX thanks for your answer.
Sure, I understand, I'm just looking a way to reproduce their old Mitel system and habit to forward calls easily with one touch.

One way could be to have the same extension on the 2 receptionist and route external calls to the extension directly. Just tested it, it works but I loose the "trunk identification" to know which DID was called.

Do you see any other ways ?

 

[NicholasP_3CX]

What you essentially need is 2 receptionists in the queue.

When one goes to away they will automatically log out from the queues, and the calls will be forwarded to the next receptionist.

If both are on the line the caller will just wait till the call is answered. If both are logged out it will go to the destination if no answer in the queue.

If you want the receptionists to hear if another call is on the line while they are talking then you can enable the targetting of busy agents in the queue (Version 20), and have the agents to accept multiple calls in their forwarding rules.

Also, as an FYI, to show the DID name, just click the little pencil next to the DID when it is assigned and give it a friendly name.

 

[sanch6]

Hi @NicholasP_3CX I've done that as you suggested. Multiple queue in "cascade" to manage the flow as the customer wanted. They just have to set their status away when they want to forward the call farther.
Thanks for your help, you can close the topic.