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aaron-smith123 avatar image
aaron-smith123 asked aaron-smith123 commented

Need to forward the main extension to mulitple people working from home

Current situation:  When a phone call is made to our company's main number, it is sent to an extension which is set to ring 4 employee desk phones simultaneously for 25 seconds, then ring two other employee desk phones simultaneously for 25 seconds, and finally (if nobody answers) gets sent to the receptionist's extension's voicemail.

Changes we need to make but aren't sure how to make them:  If all of these employees are told to work from home (due to the current pandemic), is there any easy way for an administrator to temporarily change these extensions to ring to the employees' soft phones?  For example, if a phone call is made to our company's main number and all of these employees are working from home, the phone call would still get sent to the extension which rings those extensions in the aforementioned order; except NOW those extensions ring their soft phones at their respective homes?

I am aware of how to switch users' phone number between soft phones and desk phones.  However what we're looking for is a QUICK way to TEMPORARILY make this change for multiple end user accounts.
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danno147 avatar image
danno147 answered aaron-smith123 commented
Yep Aaron that works.  I have several clients doing similar - just make sure to turn off desktop phones when turning on RC phone. 
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aaron-smith123 avatar image aaron-smith123 commented ·
Danno, I don't understand your reply.  So you don't know of a quick way to for an administrator to temporarily change an end user's phone from a desk- to a soft-phone?
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aaron-smith123 avatar image aaron-smith123 commented ·
Danno, I don't understand your reply.  So you don't know of a quick way to for an administrator to temporarily change an end user's phone from a desk- to a soft-phone?  Please provide more explanation.
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aaron-smith123 avatar image aaron-smith123 commented ·
Thank you Danno.
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danno147 avatar image danno147 commented ·
Guess I didn't answer quick enough (was on another call).  I'll let Bob run with it from here. Stay well!

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bob-robinson3288 avatar image
bob-robinson3288 answered aaron-smith123 commented
You can also probably set up a custom rule in Call Handling & Forwarding.  Just set it for a date range and put in the custom handling.  You can even set that rule up as a template.
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bob-robinson3288 avatar image bob-robinson3288 commented ·
I think that the users in groups 2 and 3 would need their individual settings updated to allow the "Desktop & Mobile" to be enabled.  This can be done via a template that you would just apply to those individual users' extensions.

Just tested this and applied it to 3 test extensions.  This will ensure that their settings are correct.  Then you would just need to ensure that they have installed the softphone.  I would highly recommend using the RC Phone app at this point.  I have only been able to reliably get extensions in Call Handling to work properly using that app, not the Glip app.  The only thing I could get to work in the Glip app is a Call Queue.


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aaron-smith123 avatar image aaron-smith123 commented ·
Bob, Thank you.  That looks like a good solution.  I'll test it out and let you know what I find.
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lee2 avatar image lee2 commented ·
Aaron, If you have setup a ring group you will need to add the desk phone and the soft phone separately. For call queues the soft phones get added automatically. When you "forward to other users phone" there should be a desk phone and soft phone listed for each extension. Hope this helps. 
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aaron-smith123 avatar image aaron-smith123 commented ·
Bob,
A rule for the main phone number's extension doesn't allow me to force phone calls to this ring group's users phone numbers to be sent to their soft phones.
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bob-robinson3288 avatar image bob-robinson3288 commented ·
How is the ring group configured?  Within the call handling for the main extension, or as a call queue?
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