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Forward to External Number Does Not Go to Intended Ring Group
8x8 Support

Forward to External Number Does Not Go to Intended Ring Group

Symptom

A script with a Forward to External Number object that is forwarding the calls to a Ring Group goes only to one phone.

The script contains the following:

  1. Forward to queue object's Overload is selected “There are NO agents: Available”.
  2. When no agents are available calls go to Overload.
  3. Overload has a Forward to External Number object.
  4. The Forward to External object ‘Phone number’ is set to an extension that is a Ring Group.
  5. Calls going to Overload, are going to one phone.

Applies To

  • Contact Center Configuration Manager
  • Ring Group
  • Scripts

Resolution

Remove the Forward to Queue “A” object, and adjust Forward to Queue “B”s Queue timeout, and Overload with FWD to the extension number for the ring group.

clipboard_e24084314ad792101abb74d4414a79ee1.png

Cause

The script has two Forward to Queue objects, Forward to Queue “A” is nested within the Forward to Queue “B”s ‘queue timeout’ parameter.

 

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