In my organization I have some extensions which can be called directly by external parties (customers/suppliers/etc).
For these extensions I have set up an inbound route with a configured DID number and Extension destination.
When the inbound call from an external party remains unanswered at the configured extension, I’d like to have the call forwarded to an operator queue.
That is; the call should only be forwarded to the operator queue if an external party is calling using a DID inbound route. Internal extension->extension calls should remain unanswered or go to voicemail.
This way I aim to reduce workload for the operator while maximizing human response factor for whatever number is called.
Is this possible with FreePBX?