When a call comes in, but all PBX phones are "busy" or set to "DND", for example, if those PBX phones have a redirect on them (to another queue or number) then this forwards on separate call legs.
For example, if you have three PBX phones set up with redirections to the same place, with one incoming call that cannot be answered, because all agents using those phones are busy, this will create three separate calls to that redirected destination. If one of these calls is answered, the remaining two will be silent calls/phantom calls when answered (no audio).
Scenario call flow
- PBX Redirect
- PBX Hunt Group
As a workaround, you can use the dial component in an IVR that will failover to a second dial block.
- From the Left Menu bar options select the Cog Wheel.
- Select the IVR Creator.
- Use two Dial Block Components as follows:
- Dail Block 1 - Ring the Hunt Group
- Dial Block 2 - Ring the Overflow/Redirect
- Join the Call Start Component to Dial Block 1.
- Join the Failed point on Dial Block 1 to the Success of Dial Block 2 as seen in the below Image demonstration:
With this workaround, it is important to note that the second Dial component that doe not answer will get dropped if the failed call point has no Answer if it is an external number. You could use the Queue Block Component if it is an internal Overflow which will queue until the caller hangs up.