Superchat

You have two options: forward all calls immediately, or only when needed (outside business hours, on no answer, on busy).

⚠️ Prerequisite: admin access to the 3CX admin console.

___________________________________________________________

Variant A · All calls immediately to your AI-Agent

Create a dedicated extension that is used only for forwarding (an empty extension is enough).

Click Voice &amp; Chat on the left and open your SIP trunk.

Open the DID tab and enter your company phone number in the format without a leading plus (for example <code>49…</code>).

Assign this phone number to the extension you just created (field Assigned DID Number(s)).

Open that extension and go to Settings &gt; Call Forwarding.

For all statuses (Available, Away, Do Not Disturb), set the destination to External number and enter your Superchat number.

Under Outbound Rules, check that a rule covers your Superchat number (otherwise no external dialing happens).

1. Open the 3CX admin console.
2. Create a dedicated extension that is used only for forwarding (an empty extension is enough).
3. Click Voice &amp; Chat on the left and open your SIP trunk.
4. Open the DID tab and enter your company phone number in the format without a leading plus (for example <code>49…</code>).
5. Assign this phone number to the extension you just created (field Assigned DID Number(s)).
6. Open that extension and go to Settings &gt; Call Forwarding.
7. For all statuses (Available, Away, Do Not Disturb), set the destination to External number and enter your Superchat number.
8. Under Outbound Rules, check that a rule covers your Superchat number (otherwise no external dialing happens).

At the top, select the Department the hours apply to.

Click the weekdays and enter the opening hours (buttons Add / Clear).

Set the time zone at the bottom. Holidays are optional in the Office Holidays tab.

1. Go to Admin &gt; Office Hours.
2. At the top, select the Department the hours apply to.
3. Click the weekdays and enter the opening hours (buttons Add / Clear).
4. Set the time zone at the bottom. Holidays are optional in the Office Holidays tab.

Step 2: Forward calls to your AI-Agent when needed

First, under Settings &gt; General, enable the option that allows forwarding to external numbers in Ring Groups and Queues.

Go to Admin &gt; Call handling and click + Add Ring Group (alternatively + Add queue).

Set the Department field to the same department (so the business hours take effect).

Set Assigned DID number(s) to your company phone number.

Set the Ring Time (for example 20 seconds), after which a call counts as unanswered.

In the Destinations section, select Forward to Outside Number and enter your Superchat number. This destination takes effect outside business hours and on no answer; a busy line is treated like no answer.

Click Save. Here too, check that an Outbound Rule covers your Superchat number.

1. First, under Settings &gt; General, enable the option that allows forwarding to external numbers in Ring Groups and Queues.
2. Go to Admin &gt; Call handling and click + Add Ring Group (alternatively + Add queue).
3. Set the Department field to the same department (so the business hours take effect).
4. Set Assigned DID number(s) to your company phone number.
5. Set the Ring Time (for example 20 seconds), after which a call counts as unanswered.
6. In the Destinations section, select Forward to Outside Number and enter your Superchat number. This destination takes effect outside business hours and on no answer; a busy line is treated like no answer.
7. Click Save. Here too, check that an Outbound Rule covers your Superchat number.

Variant A: the call goes straight to your AI-Agent.

Variant B: do not answer, and after the configured Ring Time the call lands with your AI-Agent.

- Variant A: the call goes straight to your AI-Agent.
- Variant B: do not answer, and after the configured Ring Time the call lands with your AI-Agent.

3CX is a phone system. This article shows you step by step how to forward incoming calls to your AI-Agent.

Setting up your AI Agent with 3CX

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Setting up your AI Agent with 3CX

Variant A · All calls immediately to your AI-Agent

Variant B · Only when needed

Step 1: Define business hours

Step 2: Forward calls to your AI-Agent when needed

Test