Home » Kerio User Forums » Kerio Operator » Longer timeout for forwarding if internal call? (We want to give colleagues more time to answer)

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I got a request from a user, which seems very reasonable to me:

We have mostly set auto-forwarding to the helpdesk or to voicemail if a users do not answer their phone within a certain amount of time. This is perfect for external calls, since we do not want to stretch our customer's patience.

However, when making internal calls, we probably know that the colleague is there, but just take a little bit mire time to answer. Noone would want to get the helpdesk or voicemail instead.

So, the idea was whether it is possible to apply an extended timeout (or prevent forwarding at all) if the incoming call is coming from an internal extension.

I guess this is not possible (and maybe unusual), but it appears quite useful to me.
(However, we might need to discuss whether this should also apply if the user has redirected to an external number like their mobile phone.)

What do you think?

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i think this should be work.

just use a ringing group or a call queue for the external calls.

external call -> ringing group with timeout -> ringing on extension XX
on timeout -> go to voicemail/ helpdesk

the internal users just call the extension directly (no timeout on extension - or even a longer timeout).

maybe you can also use an auto attended script, that would be easier to copy for every extension - but i am not sure if this really works.

[Updated on: Tue, 20 June 2017 11:43]

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