First post here - I hope someone can help with something I am trying to achieve.
We operate an IT Helpdesk service here and as part of this there is an out of hours call-out service. Currently, this is selected from the out of hours IVR, however we would like to put a PIN control on this so that callers can only use it if they have a valid PIN number from us. We currently have the out of hours ivr option set so that it rings an extension that has follow-me enabled to the mobile number of the team member on call.
So the logic would be…
- Customer calls in on the ddi number - 01xxxxx8700
- IVR plays greeting
- Customer chooses Option 8 for Out of Hours Support
- System diverts to the extension with the follow-me enabled (8750)
- System detects that a PIN is needed so prompts for the PIN to be entered
- On successful PIN entry, the call is routed to the follow-me number
I have already created a new Outbound Route for the call to prompt for a PIN Set and created PINs accordingly. I have the phone of extension 8750 next to me and if I try to make an outbound call it does indeed prompt for the PIN from it before I am able to connect the call. So it works fine.
HOWEVER, if you link extension 8750 to option 8 on the IVR, when that is pressed, the call goes straight to the follow-me number and does not hit the PIN check first.
I have tried experimenting with different CIDs in the Outbound Route in case that is related but it is not making any difference. Have also enabled COS (we have the module) and set that in place, but again it’s not helping - that just sends the call into a big black hole…
What have I missed in the set-up and what can I do to get the PIN control in before the number is called?
Thanks in advance for any pointers.