Transfer rule "Away" not executed

Discussion in '3CX Phone System - General' started by athena, Jun 1, 2016.

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  1. athena

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    Hello,

    I have configured a 3CX for 10 users.
    One of them is away every Wednesday, and I configured for him specific working hours (excluding Wednesdsay) and redirection to another internal phone.
    On Wedneday, his status in 3CX is "Away" (OK till there).
    However, the incoming calls are not redirected, calls are processed as if the user is present.

    Do you have any idea about this problem ?

    Thanks in advance for your help.
     
  2. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    Is that extension member of a queue? If it is then you need to go to the extension tab/office hours scheduling and select the option log out from queues when not available.

    If an extension is member of a queue and a call comes in through the queue, it will still ring if the extension is logged in to the queue "ignoring" the away status.

    Hope this helps
     
  3. athena

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    The main extension (away on Wednesday) is the main operator, and there is no queue created on the system (except if the operator is member of a default queue).

    And destination is a group, not a queue.
     
  4. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    This sounds very strange,

    I can see you are a partner though so please open a ticket with the support department so we can investigate your issue further
     
  5. NickD_3CX

    NickD_3CX Support Team
    Staff Member 3CX Support

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    You could also try setting the Logging Level to Verbose, then check the Activity Log of a call that was routed incorrectly to see what happened to the call. It could be that the call is following some unexpected routing that ends up ignoring the Forwarding Rules, like ringing the extension through a Queue or Ring Group.
     
  6. leejor

    leejor Well-Known Member

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    So the extension in question is a part of a Ring Group?

    Calls to ring groups, will cause an extension, to ignore rules, that apply to calls direct to that extension number.
     
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