I need to do the following and would like any advice (or pitfalls to watch out for) you may have. We are running CM 6 with Unity Connection:
During business hours, when a call is not answered by the receptionist, it will hit the Unity autoattendent:
The autoattendent will give the open business hours prompt and give the options:
--Return to Receptionist
--Transfer to Helpdesk Hunt Group.
If the Helpdesk Hunt Group doesn't answer, the call comes back into Unity AutoAttendent. I need a different prompt and options for the Helpdesk AutoAttendent (Leave VM for huntgroup or forward to Emergency service).
Finally, during closed hours, I need a general prompt for all callers, and I need a different set of options:
-- Leave VM
-- Transfer to AfterHours Service.
I'm open to all suggestions that you may have for the scenario listed above. I understand that I will need to use the fowarding rules, but just wanted any suggestions that you may have. Thank you again for your help!
You can create this in Unity - you will need to create 2 separate call handlers (ie: One for Help Desk Day and One for Help Desk Night). This way you can give different call treatments for the different times of day. You'll need to creaet 2 different time schedules and choose the appropriate one on each Call Handler's Profile page. Also, make sure you have two entries in your call routing table (one for the day and one for the night). I have this set up for a couple of differnt departments and it works nicely.