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Set Fallback number to receive all queue calls simultaneously on SIP and on mobile phone

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If an agent doesn't answer the call (because of different reasons: timeout, reject, busy etc.), you can opt to transfer the call to a mobile phone.

Steps to follow in order for an user to receive all queue calls, on PBX extension as well as on the mobile phone simultaneously:

Step 1. User level Settings

  • In section PBX/Users select the user for which you want to set a fallback number
  • Fill in the field Fallback Number with the phone number that can answer the call, if the initial user doesn't answer within the time limit set by variable CALL_TIMEOUT defined in Inbound Routes (default 60 seconds timeout or according to the custom option) OR if the user is not available;
    Please note! CALL_TIMEOUT from Inbound Route needs to be shorter than the timeout set in Queue, in order for the fallback number to receive the call.
  • Check the Ring simultaneously option in order to activate simultaneously the Fallback Number and main user's extension (regardless of timeout or response)
  • Check the Require keypress option to be able to answer the call on the fallback route by pressing the 1 key
  • Click on*Update user*

Step 2. Queue level Settings

  • In section PBX/Queues select the queue that you need
  • Choose the user from step 1
  • In section Members, select Type: Local + Fallback no
  • Click on Update queue

Option can also be used to set an alternative extension, if the first agent doesn't answer the call.


Available in other languages: RO

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