Some extensions in my organization are set up as follows:
DID -> Extension (768) -> Ring group of direct colleagues (310) -> Ring group of direct colleagues and reception (311)
The goal is that if a customer calls an extension which is not picked up, first a colleague will answer, then the reception or a colleague.
- In [Settings] -> [advanced settings] the general ring time default is set to 120secs
- The extensions Follow Me Initial ring time is set to 7 seconds, with a 60 second FM ring time.
- The first ring groups ring time is set to a ring time of 15 secs with ring group 311 for no answer destination.
If I directly call the first ring group (310), forwarding to the second ring (311) group works fine.
If I call the extension (768), the FM to the first ring group works (310), but the call isn’t forwarded to the second ring group (311).
This used to work fine when I set the PBX up about 6 months ago, any ideas what could be the cause of it not working anymore?
Would it be necessary to forward the DID to a ring group with only the first extension in it, which then forwards to 310? (As described here Forwarding DID->Extension routes to operator queue if unanswered )