How to best build out this call flow

Here’s what’s needed:

A DID rings to (only) one of three pairs of phones:

  1. Phone1 and Phone2.
  2. Phone1 and Phone3.
  3. Phone1 and Phone4.

When called directly, phones 2, 3, and 4 need to roll to voicemail if the user doesn’t answer. Phone1 does not have voicemail. Calls to the DID should not roll to the voicemail on phones 2, 3, or 4.

Admin staff need to be able to easily change which of the three options is chosen. It’s changed several times each day.

Here’s how I did it. I’m wondering if there is a preferable/better way:

The DID rings to an extension with no phone. The extension is unconditionally forwarded in UCP to one of three ring groups (set up as items 1-3 above). If not answered, the ring groups are configured to roll elsewhere (a general voicemail box).

This works for call flow, but it’s a bit cumbersome for the admin folks to change the selection: They are logging into the UCP and changing the Unconditional Forward setting. I’m also wondering if this way of doing it complies with “best practice”.

Thank you!

When you say they are changed multiple times a day, is it always at the same time?
If so can you make time conditions? then you can have it all automated and if time = a goto ring group 1, if time = b goto ring group b etc.

If not, you could use call flow control and map to a blf on the handset :slight_smile:

No, it’s not consistent times. Sometimes the person at phone2, 3 or 4 is sick, they go to lunch, have to run to the bathroom, etc. Those three people manage which of their phones is the second one ringing.

Call Flow appears to be a “this or that” setting; like night mode. Sorry if I’m being dense, but I don’t see how to make it work for three options.


Try this!

Create 3 RingGroups

RingGroup 1 ext 601

  • Add phones 1,2

RingGroup 2 ext 602

  • Add Phones 1,3

RingGroup 3 ext 603

  • Add phones 1,4

Create 1 Queue

Queue 1

  • Add Dynamic users 601, 602, 603


Create BLF buttons to log RingGroups in or out of the queue

Create CallFlowControl1

  • Normal (not turned on) go to IVR or Voicemail or whatever
  • Override -> go to Queue 1 (which will then send the call to whichever RingGroup of phones that is logged in)

Incoming Routes

  • set the DID of the RingGroups to go to CallFlowControl1

Back to Queue 1

  • Set the fail over destination of Queue, if no one answers or no one is logged in, go where you want (company voicemail box?) this way it will not go the voicemail of 2, 3, or 4