How to forward queue calls to a mobile if the agent extension is unregistered?

Hi everyone,

I am trying to solve something that has been giving me a headache for a while. I have a simple queue setup in FreePBX with multiple agents (extensions).

The issue is: sometimes an agent’s desk phone is unregistered (for example, they shut down their softphone or deskphone). In that case, I do not want calls to just skip them or keep ringing. I want the call to be automatically forwarded to that agent’s mobile number instead.

I tried using FollowMe and Call Forward Unreachable, but as far as I can see, when a call comes through a queue, these do not really kick in if the extension is unregistered and the queue just sees the extension as unavailable and moves on to the next agent.

Is there any practical or recommended way to make this work?

  • Should I use a Local channel and a custom dialplan for failover?
  • Is there a FreePBX module or a best practice for this?
  • I would really prefer a solution that is stable and will not break after updates.

If anyone has done something similar or has tips, I would really appreciate your advice.

Thanks a lot in advance!

I already have “Agent Restrictions” set to “Call as Dialed”, but when my extension is unreachable, the queue does not follow the FindMe/FollowMe or Optional Destinations to reach my mobile number.

Related topic: Follow-me Not working from Queue (not solved)

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