Routing internal and external calls differently.

Answered Question
Dec 22nd, 2009

Scenerio:  We have an Cisco Unity Auto-Attendant setup for outside callers calling into our Records Department.  It works by having a DID translating to a Route Point extension (5030), which then Forwards All Calls to Unity.  Internal extensions dial the Record Department's primary extension (7710) completely bypassing Unity.

The problem is that outside callers are calling our facility's main line and requesting an operator.  The operator then transfers them directly to the Record Department's primary extension (7710); thus by-passing the auto-attendant.

Is there a way to make when the operator transfers an EXTERNAL call to 7710 it will forward to the Auto-Attendant?  Internal calls made or transferred to extension 7710 should not be affected.

The obvious solution is to have the Operator transfer calls to the Route Point instead of the primary extension when outside callers request the Record Department.  Our Operator's are busy enough, and I was hoping to not place more burden on them.  Thanks in advance for any idea's you may have.

CallManager version 4.1(3) SR7

Unity 4.0(5)

-tom

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Correct Answer by Jaime Valencia about 6 years 11 months ago

If the operators are the only ones that are going to get those external calls why don't you create a translation pattern 7710 which only operators can reach and send the call to unity?

It'll be completely transparent to them and won't have to change their dialing habits.

HTH

java

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Correct Answer
Jaime Valencia Tue, 12/22/2009 - 14:15

If the operators are the only ones that are going to get those external calls why don't you create a translation pattern 7710 which only operators can reach and send the call to unity?

It'll be completely transparent to them and won't have to change their dialing habits.

HTH

java

If this helps, please rate

www.cisco.com/go/pdihelpdesk

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