Connect 3CX call queue overflow

Assisted setup is recommended

Many businesses have 3CX installed and managed by an IT or telecommunications provider. External destinations also depend on the 3CX deployment and SIP trunk.

If you do not administer 3CX, use the provider-managed setup request.

Open the queue

1. Sign in to the 3CX Admin Console.
2. Open Call Handling.
3. Select the reception queue.
4. Record the existing destinations before changing anything.
5. Keep the queue members and polling strategy unchanged.

Configure the destinations

1. Review Ring Time and the maximum queue wait setting.
2. Open the queue's destination settings.
3. Set the no-answer or maximum-wait destination to the external PrimaReply number where the option is available.
4. Set the out-of-office destination to PrimaReply if after-hours recovery is selected.
5. Review break and holiday destinations separately.
6. Save or apply the changes.

Important deployment differences

• Some multi-company installations do not expose external no-answer destinations.
• The SIP trunk must permit the external call leg.
• Caller-ID presentation may be controlled by the trunk provider rather than 3CX.
• Do not change advanced system parameters without guidance from the 3CX administrator or provider.

Verify safely

Start the PrimaReply forwarding test and call the business from another mobile. Allow the queue to reach the final destination. If the test does not verify, ask the provider whether the new external call leg contains the original caller ID.

Official 3CX instructions

• 3CX call queues and destinations
• 3CX system parameters