How to route second call to call forwarding destination if an extension is already busy

Issue Description

When some extension is already busy in a call, second call should be routed to the destination that is set up in the call forwarding menu, therefore it will not keep caller waiting and improve customer service.

Applicable Device

Model: S-Series PBX, P-Series PBX

Firmware: Not Required

Solution

For s-series pbx, enable 'All Busy Mode for SIP Forking' in PBX - General - SIP - Advanced.

For p-series pbx, enable 'All Busy Mode for Endpoints ' in Extension and Trunk - Extension - Features - Call.

By the way if it's the agent in queue that doesn't want to receive second call notification when he is already in a call, please disable 'Ring In Use' option in queue setting for both s-series and p-series pbx.