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Asterisk (FreePBX) Call queues and call forwarding, which is better?
Good afternoon!
There is an office of 10 people, 1 person at the reception, 9 - managers. A call on a 5-channel sip trunk comes in Announcement - a greeting is played - after that the call goes to Queue in which 1 reception phone is indicated, if the reception does not answer - the call goes to the group of managers.
The essence of the matter is this: with such an organization, everyone leaves in the evening - they put forwarding to a cell phone on the reception phone, and this does not work. How to make such a scheme more correct?
The first one should always answer the reception, and transfer calls to managers, while the phone is multi-channel, so the call should not be dropped when the phone is busy (therefore, the call first goes to the Queue).
Thanks in advance for your reply, I'm new to telephony.
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It's not clear what the problem is, please explain. If at the reception there is a call forwarding to a mobile phone, then on the mobile phone they can pick up the phone and redirect to the manager. Or they will not answer on the mobile within 25 seconds (set a timeout) and the call will go to the queue for managers. Or at all, during non-working hours, immediately direct the call to managers, and not to the reception.
The problem is that the call forward (no matter how it was made, from UCP or registered on the ip phone itself) while the call is in the queue - does not work. And if you call the phone directly, for example, by internal number, then the forward works with a bang.
At the moment, I decided to make it temporary zones, during working hours everything works as usual, during non-working hours, by ringing past the queue, it immediately goes to the phone and from there it already goes to the cell phone that was prescribed.
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