Hi all, I have a question related to call forwarding:
The person who picks up phone calls often works from home. We have set it up that the calls come in first at her desk, and then there is a follow-me set up that rings a second extension and her cell phone, and finally it goes to an IVR if there is no response. So, she can redirect incoming calls to her second line and cell phone by simply setting the phone to DND.
Now I need to temporarily change the incoming extension to another line. I can do that of course by adding the extension to the follow-up list or change the extension in the inbound route, but is it possible to do that on a temporary basis? Ideally, I would like the admin to be able to set this up and disable it at any time, without someone having to change the phone system configuration. Is that possible?
I had a chance to play with the flow control, but I can’t get it to work. Here is what I did:
I have an IVR that picks up the call. When button 2 is pressed it is forwarded to line1. I set up a call flow control with the following entries:
Index: 2
Normal off
recordings: Default
no password
normal flow: Extension Line1
Override flow: Extension Line2
I then submitted and applied.
I was first surprised that I did not have to specify a line that this applied to, but figured that this would be on a per line basis, and whatever line was used to activate the call flow it would apply to.
So, I used line1 to call for feature code 2 (*282). I received a notice that the feature had been activated.
Then I called on my cell phone, waited for the IVR to respond and pressed button 2. I expected that my phone would ring on line2, but it still rings on line1. What am I doing wrong? Does this only work on the incoming line, i.e., once it is in the IVR, the flow control is no longer active?
I also noted that the BLF button on the phone, which I had enabled, never lit up.
I think I missed the information somewhere that I actually had to set the incoming route to use the call flow. It ow makes sense that I did not have to specify a line or extension that the flow control applies to. However, I ran into another issue. To recap:
Normal operation is that the incoming route goes to the operator’s extension (130). If she doesn’t respond after a few rings, it goes to the follow-me list with further extension. And if nothing happens after 10 rings, it dumps into the IVR. If she’s away from her desk, she can set the DND and pick the call up at another extension.
I set up the flow control to go to her extension (day), or to another extension (150, night). If I understand it correctly, the day mode should then work just as before, in night mode the call should go to extension 150. But something does not seem to work with this:
When I route the inbound call to extension 130, everything works fine. Phone rings, and if nobody picks up it goes to IVR.
When route the inbound call to the call forwarding code, but leave it unactivated (day), extension 130 rings once, then disconnects (3 beeps). I expected that the same happens as if I had directly routed the incoming call to extension 130.
If I activate call flow control, it correctly goes to extension 150.
Deactivating flow control again to “day” gets me back to one ring on extension 130 and then a hangup.
Ialso set up a test IVR without any followup options. Same result.