I’ve been trying to figure out the best way to go about this, but I’m not real sure. Basically I have an after hours IVR that has a couple options. One to leave a VM to have someone get back with us the next business day and one to call a provider. I want to be able to swap between provider numbers depending on who’s on call that night. I figured there would be a way, like a feature code, to make a button on one of the phones swap between the 2 numbers but I can’t figure out how to do that.
If the options are preset, you could use cascading call flow controls. Where, depending on which of the options is enabled, it’ll kick the after hours calls to that destination. With this approach though, there will be an inherent priority that takes effect depending on which numbers are programmed ‘higher’ in the logic were there to be multiple CFCs enabled simultaneously. Another approach is to use a custom feature code to hit a script that takes a number and writes it to a predetermined extension’s follow me number, enabling anyone to change the on-call number on the fly.
I noticed there’s a “Call Forward Toggle” feature code. I guess I could just assign numbers to extensions and assign that feature code to a button on their phone and they could hit it and enter the ext of the number they want it forwarded to. I don’t know if there’s an easier way or not.
If you have a set schedule for the on-call staff, you could have the IVR option hit Time Conditions and associated Time Groups. Depending on the time of day, day of the week, etc. then that could conditionally forward along to the desired destination.
Call Flow Control works perfectly well as a BLF feature code on a handset. Day/Night mode.
Edit: Sam made a How-to video about this
Oh yeah! That might be the way to go. I can just set 2 misc destinations in call flow and they can just swap between. The button will even be red or green depending on who it’s being forwarded to and in the IVR I can just set that option to call flow. Thanks!
