How to Set Up Call Forwarding Based on Presence Status in 3CX

Call Forwarding in 3CX is used to control where calls get routed based on a user’s Presence status. With this feature, a user can set a different call destination for each status, such as Available, Away, Do Not Disturb (DND), or a custom status with its own name.

This setup helps make sure calls are still handled even when a user is away from their desk, busy, or unable to answer directly.

What Is Presence-Based Call Forwarding? #

Call Forwarding is a feature that routes an incoming call to another destination when a user can’t or doesn’t want to answer directly. In 3CX, forwarding rules are configured per Presence status, so each status can have its own forwarding destination. The default statuses in the 3CX Web Client are:

• Available
• Away
• Do Not Disturb (DND)
• Custom 1 and Custom 2 — two extra statuses whose names can be changed as needed, for example to “Out of Office”, “Meeting”, or “On Leave”

Example Setup #

Presence Status	Forwarding
Available	Call goes to the user’s extension
Away	Call is forwarded to a coworker’s extension
DND	Call is forwarded to voicemail
Custom (e.g. “Out of Office”)	Call is forwarded to an external number or supervisor

Before You Start #

Before configuring this, make sure:

• The user has a 3CX extension.
• You have access to the 3CX Web Client.
• The forwarding destination has been decided, such as another extension, a mobile number, an external number, or a ring group/queue.
• If forwarding to an external number, make sure the extension has outbound calling permission and the SIP Trunk/Outbound Rules are configured correctly.

How to Set Up Presence-Based Call Forwarding #

1. Open the 3CX Web Client #

Log in to the 3CX Web Client using the extension account you want to configure.

2. Open the Call Forwarding Menu #

Forwarding rules are configured through the Settings menu, not the status-switching menu:

• Click the Settings icon in the Web Client.
• Select Call Forwarding.
• You’ll see a list of statuses (Available, Away, DND, and any custom statuses). Click the one you want to configure.

Note: The avatar/profile photo menu in the Web Client is only used to switch your current Presence status (for example, from Available to Away), not to set forwarding rules. Forwarding rules for each status are configured under Settings → Call Forwarding.

3. Set the Call Rules for That Status #

For each status, you can set:

Unanswered calls #

Set how many seconds before a call is considered unanswered (e.g. 20 seconds), then where it should be forwarded. Destination options include:

• Voicemail — the call is routed to the voicemail box.
• Extension number — forwarded to a coworker’s extension.
• My mobile — forwarded to the user’s mobile number (with a “Rebound” option that announces the call before it’s accepted or declined).
• External number — forwarded to another external number.
• System extension — forwarded to a ring group or call queue.
• Send busy — the call immediately gets a busy tone and is dropped (equivalent to “don’t take the call”).

Busy or Not Registered #

You can set the same forwarding destinations as above for when the extension is busy or not connected to the network.

Additional options

• Also ring my mobile — makes your mobile phone ring at the same time.
• Accept multiple calls — allows more than one incoming call at the same time.
• Accept PUSH notifications — sends a notification for incoming or missed calls.

4. Save Your Settings #

Once all the rules are set for that status, save the changes. Repeat the same steps for the other Presence statuses (Away, DND, Custom, etc.) as needed.

5. (Optional) Set Up Exceptions #

3CX provides an Exceptions menu on the same Call Forwarding page, letting you exclude specific numbers from the general forwarding rule — for example, so calls from your boss or an important client still reach your extension even while your status is DND.

6. (Optional) Set a Schedule for Automatic Status Changes #

The Schedule feature lets your status change automatically based on a department’s or extension’s office hours:

• During office hours → status automatically becomes “Available”.
• Outside office hours → status automatically becomes “Do Not Disturb”.
• During break hours → status automatically becomes “Away”.

These office-hours settings can use a department’s default schedule, or be overridden with a custom schedule per extension.

Example Scenario #

Say a Customer Service agent has extension 101:

• Available → the call goes straight to extension 101.
• Away → the call is forwarded to extension 102 (a teammate) so the customer is still taken care of.
• DND → the call is routed to Voicemail.

With this setup, the call flow adapts automatically to the user’s status, with no need to manually change the forwarding destination every time the status changes.

Setup Tips #

• Use clear forwarding destinations — make sure the target extension or number is still active.
• Match it to your team’s needs — for Customer Service, calls should ideally still go to an available team member (a System extension/ring group) rather than just one person.
• Use the Exceptions menu to make sure important contacts can always reach you.
• Use Schedule so you don’t have to change your status manually every day.
• Test every status after finishing configuration by making a test call.
• Pay attention to forwarding to external numbers — make sure the extension has outbound calling permission and outbound routing is configured correctly.

Troubleshooting #

• Calls aren’t being forwarded to another extension

Double-check:

• The forwarding destination under Settings → Call Forwarding is correct for the active status.
• The target extension is still active and registered.
• The Presence status currently in use actually matches what’s configured.

• Calls can’t be forwarded to an external number

Check your Outbound Rules configuration, the extension’s calling permissions, and the SIP Trunk being used.

• Forwarding still uses the old settings
• Make sure the changes were actually saved. If needed, refresh or log back into the Web Client so the latest configuration takes effect.

Conclusion #

Presence-based Call Forwarding in 3CX helps manage call flow more flexibly. It’s configured through the Settings → Call Forwarding menu, where each Presence status (Available, Away, DND, and custom statuses) can have its own forwarding rules, complete with exceptions and automatic scheduling.

With the right configuration, a business can reduce the risk of missed calls and make sure customers keep getting a quick response.