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Queue Members cannot forward calls.

Posted by scecconello on Tue, 05/31/2011
Forums
Thirdlane platform General Questions

Hello,

I'm having this issue:

I receive my incoming calls and pass them to an ivr, then by pressing a specified digit, the calls get destinated to a queue.

The queue configuration is pretty simple, it uses the ringall policy to ring the members.

If i setup a call forward from a phone that is a member of that queue, the call didnt get forwarded.
The call forward is handled\setup on the phone, not via the user portal, since is quicker and easier to the user.

I've tried with different ip-phone vendor and type, but the issue persist, in the *CLI i see that the call get into the queue and it rings only the phones except the one with the call fordward setup.

Thirdlane MTE: PBX Manager 6.1.1.5
Asterisk: Asterisk 1.4.37

Thanks in advance for any help\info.

Best Regards

Stefano

Submitted by eeman on Tue, 05/31/2011 Permalink

its working by design. Otherwise NONE of the other agents would ever get called and every call would be forwarded to the telephone number that user setup to forward to on his phone, hijacking the entire queue. Consider yourself lucky that you weren't around before this protection existed in asterisk 1.2.x. You have any idea how many times a day you can take calls, without losing it, from people screaming at you that 'your system sucks' because they aren't getting their calls; only to discover one ass-hat forwarded his phone and hijacked the whole damn ring group or queue? I'm 99% sure you don't want every single call to go to just that one person, otherwise why do you have a queue in the first place?

having the 'i' option added to the Dial and Queue commands in asterisk 1.4 was probably the most significant, yet silent, change of all the changes. It immediately allowed you to protect users from their own mistakes.

Submitted by rfrantik on Wed, 06/01/2011 Permalink

Stefano, as Erik pointed out... you don't want the forward to send que calls off site... it makes a mess of things.

Can you tell us what you are trying to do? Are you trying to have an agent work remotley? On a cell phone or another land line? I believe there are some posts in the forums describing how do to this.