How to set up a FallBack Extension

In case an agent does not answer a call (because of: timeout, reject, busy etc.), you have the option to send the call to a phone number mobile or to an extension of another user.

Steps to follow in order to set the internal extension of another User as a Fallback number, with simultaneous ringing option:

Step 1. User based settings

  • In section PBX/Users select the user for whom you want to set the FallBack Number
  • Fill in the field Fallback Number with the extension that can take the call, if the initial user doesn't answer within the time frame set by the variable CALL_TIMEOUT defined in Inbound Routes (60 de seconds by default or according to the setup) OR if the user is unavailable;
    Please note! The function CALL_TIMEOUT from the Inbound Route needs to be less than the timeout defined in Queue, in order for the FallBack Number to receive the call.
  • Check the option Ring simultaneously in order to activate ringing simultaneously the FallBack Number together with main user's Extension ( regardless of timeout or answer).
  • Click on Update user

Step 2. Queue based settings

  • In section PBX/Queues select the Queue that you want
  • Select the User from Step 1
  • In section Members, select Type: SIP + Fallback
  • Click on Update queue

Available in other languages: RO

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