In 3CX you decide what happens to your calls: ring your phone, ring your mobile, go to voicemail, or go to a colleague. You set this once for each status, and then you only change your status during the day. This article shows how.
What you’ll need
- the 3CX web client, signed in (see “Set up the 3CX app on your mobile” if you haven’t used it yet)
- a few minutes, and a colleague to test with
Choose your status
Your status controls which rules apply. It shows next to your name in the web client and in the app. The usual ones are:
- Available: you’re at your desk and happy to take calls.
- Away: you’ve stepped out.
- Do Not Disturb: you don’t want calls to ring.
Set what happens to your calls
- In the web client, go to Settings, then Call Forwarding.
- Select the status you want to set up, for example Available.
- Under the unanswered-calls setting, choose how many seconds your phone should ring before the call counts as unanswered.
- Choose where unanswered calls go. The choices include Voicemail, a colleague’s extension number, My mobile and External number.
- Do the same for Busy or Not Registered, which covers when you’re on another call or your phone is offline.
- If you choose My mobile, tick Rebound if you’d like the call announced to you, so you can accept or reject it.
- Select Save, then repeat for Away and Do Not Disturb.
You can also set exceptions, so that certain callers, such as your manager or an important client, are sent somewhere different.
Voicemail
When you send calls to Voicemail, callers can leave a message. Your messages appear in the web client and the app. We can also set it up so that each message is emailed to you: ask us if you’d like that.
Test it
- Ask a colleague to ring you while your status is Available, and don’t answer. Check the call goes where you chose.
- Set your status to Away or Do Not Disturb, ask them to ring again, and check again.
- Leave yourself a voicemail and check that you can listen to it.
Good to know
- Your status can change by itself outside office hours, depending on how your company’s phones are set up.
- Don’t forward calls to a number that’s often off or busy. Voicemail is safer.
- When you’re on leave, change your status and your forwarding before you go, not after.
If it doesn’t work
- You can’t find Call Forwarding. Look in Settings in the web client, not the phone app. If it’s still missing, email us. Some settings are locked by your company.
- Calls don’t go where you set. Check which status you’re in, because each status has its own rules.
- Calls to your mobile don’t arrive. Check the number is right, including the area code, and that the mobile has signal.
- You can’t hear your voicemail. Email us and say which extension it is.