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How to forward calls when user is not available in 3CX

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Gilroy Toledano

Sample Scenario

One of your employees is configured to receive calls from Mon to Fri. However, he/she will be unavailable for a particular day within the week.

 

Solution

You could configure a forwarding rule to forward incoming calls to another extension whenever the original receiver isn't available.

  1. Go to the 3CX management console. If you do not have access to this console, you can contact us at support@yamo.com.au.
  2. Located the Extension tab at the top-left corner of the page and look for the extension that is the receiver of the calls.
  3. Click on the extension and navigate to Forwarding Rules. There are 5 available status by default and these are:
    a. Available - The forward rules configured in this status will take effect whenever the extension is logged in. In this status, there's a unique option named If I am busy or my phone is unregistered, forward calls to this will allow you to forward calls whenever the extension isn't available or not online on any 3CX application.

    b. Away - The forward rules configured in this status will take effect when the application(3CX WebClient or Windows 3CX app) is set to Away status.

    c. Do Not Disturb - The forward rules configured in this status will take effect when the application(3CX WebClient or Windows 3CX app) is set to Do Not Disturb status. Depending on the phone model, the status DND can also be set using the phone's DND button.

    d. Lunch - The forward rules configured in this status will take effect when the application(3CX WebClient or Windows 3CX app) is set to Lunch status

    e. Business Trip - The forward rules configured in this status will take effect when the application(3CX WebClient or Windows 3CX app) is set to Business Trip status.

  4. In this scenario, since the employee will not be available, we'll choose Available status and change the value of the drop-down menu If I am busy or my phone is unregistered, forward calls to under the Internal and External Calls section either to another extension or call group.
  5. Click on OK to publish the changes.

 


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