Howto:Waiting Queue with Delayed Parallel Ringing to an External Number
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Delayed External Alerting for Waiting Queue Calls
Overview
This article describes how to configure an innovaphone PBX so that incoming calls to a Waiting Queue (WQ) are also signaled to an external phone number after a configurable delay.
The solution meets the following requirements:
- Incoming calls are handled by the Waiting Queue immediately.
- An external destination is alerted in parallel after a delay.
- Multiple calls can be processed simultaneously.
- Waiting Queue announcements do not interrupt the external call attempt.
- No custom script is required.
The configuration uses a Call Broadcast object and one or more intentionally unreachable Gateway without Registration objects. Each unreachable gateway introduces a routing timeout before the next route is processed.
Call Flow
Incoming Call
|
v
Call Broadcast
|
+--------------------------+
| |
v v
Waiting Queue Forking Destination
|
v
Delay Gateway 1
Timeout after approx. 10 seconds
|
v
Delay Gateway 2
Timeout after approx. 10 seconds
|
v
SIP Provider
|
v
External Destination
The Call Broadcast object delivers the incoming call to the Waiting Queue and simultaneously creates a forked call toward the external destination. The routing configuration delays only the forked call.
Configuration
1. Configure the Call Broadcast Object
Create a Call Broadcast object and configure the following settings:
| Setting | Value |
|---|---|
| Type | Call Broadcast |
| Execute Group Member Diversions | Enabled |
| Forking Destination | External phone number |
| Mobility | Disabled |
Important: The Execute Group Member Diversions option must be enabled. Otherwise, the call is not passed to or accepted by the Waiting Queue as required.
2. Configure the Group Membership
Add the Call Broadcast object and the Waiting Queue to the same group.
| Object | Group Membership |
|---|---|
| Call Broadcast | Static Active |
| Waiting Queue | Static, not Active |
The Call Broadcast object must be a Static Active member. The Waiting Queue must be a Static member and must not be marked as Active.
3. Configure the Waiting Queue
Enable the following option in the Waiting Queue configuration:
Announcement w/o Connect
This setting is required because a connected Waiting Queue announcement would otherwise stop the parallel call attempt to the external destination. With Announcement w/o Connect enabled, the announcement can be played without interrupting the external signaling path.
Configuring the Delay
4. Create a Gateway without Registration
Navigate to:
Gateway / GK
Create a new Gateway without Registration and assign an IP address that cannot be reached from the PBX.
| Setting | Example Value |
|---|---|
| Name | GW_DELAY_1 |
| Type | Gateway without Registration |
| Host / IP Address | Intentionally unreachable IP address |
Because the configured gateway cannot be reached, the connection attempt runs into a timeout after approximately 10 seconds. The PBX then processes the next matching route.
Note: Use an address that is guaranteed to be unreachable in the specific network environment. Do not use the address of an existing or potentially reachable device.
5. Configure the Routes
Navigate to:
Gateway / Routes
Insert the route using the unreachable gateway immediately before the normal SIP provider route.
Use a CDPN condition to ensure that the delay applies only to the external destination configured on the Call Broadcast object.
The route order is critical. All delay routes must be placed before the matching SIP provider route.
6. Extend the Delay
Add the delay route multiple times, using additional unreachable gateway entries if required. Each failed connection attempt adds approximately 10 seconds before the next route is used.
| Number of Delay Steps | Approximate Delay |
|---|---|
| 1 | 10 seconds |
| 2 | 20 seconds |
| 3 | 30 seconds |
| 4 | 40 seconds |
The actual timeout can vary depending on the PBX version, gateway settings, and network behavior. Verify the effective delay using the innovaphone call list or a trace.
Configuration Summary
| Component | Required Configuration |
|---|---|
| Call Broadcast | Static Active group member |
| Call Broadcast | Execute Group Member Diversions enabled |
| Call Broadcast | External number configured as Forking Destination without Mobility |
| Waiting Queue | Static group member, not Active |
| Waiting Queue | Announcement w/o Connect enabled |
| Gateway / GK | Gateway without Registration using an unreachable IP address |
| Gateway / Routes | Delay route placed before the SIP provider route |
| Route condition | CDPN limited to the configured external destination |
Troubleshooting
The External Destination Rings Immediately
- Verify that the CDPN condition matches the external destination exactly.
- Verify that the delay route is located before the SIP provider route.
- Check whether the call matches another provider route with a higher priority.
The Waiting Queue Does Not Receive the Call
- Verify that Execute Group Member Diversions is enabled.
- Verify that the Call Broadcast object is configured as Static Active.
- Verify that the Waiting Queue is configured as Static and not Active.
- Verify that both objects are members of the same group.
External Alerting Stops When the Announcement Starts
Verify that Announcement w/o Connect is enabled in the Waiting Queue configuration.
The Delay Is Too Short
Add another delay step before the SIP provider route and verify the route order.
Other Outbound Calls Are Delayed
Check the CDPN condition. The delay route must be limited to the specific external destination used as the Forking Destination.
Validation
- Place one incoming call to the hotline and verify that the Waiting Queue handles it immediately.
- Confirm that the external destination starts ringing only after the configured delay.
- Start a second incoming call while the first call is still active and verify that both calls are processed independently.
- Confirm that the Waiting Queue announcement does not interrupt external alerting.
- Verify in the call list or trace that each delay route times out before the SIP provider route is selected.
Conclusion
A Call Broadcast object can deliver incoming hotline calls to a Waiting Queue while also creating a parallel call to an external destination. By placing one or more intentionally unreachable gateways before the SIP provider route, the external call can be delayed in approximately 10-second steps.
This configuration supports multiple simultaneous calls and does not require custom scripting.
Known Problems
Please tell us ms@grothe.it