help • 7 Queue extension • Queue extension options • Forward options
7.5.19 Forward options
The following options to forward calls in case calls are not answered in time or no agents are available, are offered:
*When Forward is enabled, calls will be forwarded to the Forward to destination when the call limit is reached and all positions in the queue are filled by callers or when the forward timer is expired
*When If no agent is logged in is enabled, calls will be forwarded to the If no agent is logged in destination when there are no agents logged into the queue
Forward to
By default, call forwarding is disabled and the Forward option is set to Cancel forward. To enable call forwarding, select Busy/no answer forward.
Enter an extension or telephone number in the Forward to field to specify the destination to which calls from this queue should be forwarded. You can specify multiple numbers by entering them separated by semicolons. Forwarded calls will then ring simultaneously on all destinations.
Enter the maximum time in seconds in the Forward timer field that a caller should be in the queue before being forwarded to the forwarding destination.
* 
It is recommended to set the forward timer at least three times longer than the ring timeout to ensure that calls are at least offered three times to available agents before they are redirected.
 
By default, the option Individual forward is set to Prohibit, so that calls offered to the forwarding destination will not be forwarded a second time if the forwarding destination does not answer the call and has configured an unconditional forwarding on busy or on no answer. When Individual forward is set to Prohibit and disabled, forwarded queue calls will keep ringing at the forwarding destination until the call is answered or ended.
If no agent is logged in
To avoid that callers are waiting in the queue while no agents are logged into the queue, the option If no agent is logged in can be enabled. To enable this option, activate the checkbox and select the destination to which the callers should be forwarded when there are no agents logged into the queue. The destination can be any extension or telephone number. You can specify multiple numbers by entering them separated by semicolons. Forwarded calls will then ring simultaneously on all destinations.