I've been asked by a group here about setting up a toll free number that rings at the desk of several users. During business hours (Mon-Fri, 9am-5pm EST), calls should come and ring at the desks of 3 users. If they are not available, the calls should go to voicemail. After business hours, (Mon-Fri, 5pm-9am EST & weekends), calls should go directly to voicemail. They are expecting a decent call volume (~50) calls per day on this toll free number.
This is what is currently set up:
- 1-800 # points to a hunt pilot point
- There are 3 directory numbers configured as the hunt group members
- Each of the 3 users in this group at work has each hunt group member DN on their phone
- If nobody picks up any of these numbers, the call forwards to a Unity call handler configured with the "day greeting"
- The call handler has a schedule on it. Day greeting from 9am-5pm, Mon-Friday & night greeting from 5pm-9am EST
- When the schedule sees 5:00PM, it forwards to a second call handler configured with the "night greeting"
- These call handlers transfer the calls to a subscriber mailbox
- Alternate extensions are set up in the subscriber mailbox so users get the MWI
Everything works fine but now they're complaining that at 5:00, they want incoming calls to go DIRECTLY to the call handler- not ring through the hunt setup. They threw this latest wrinkle on me just this morning.
I was thinking that I could point the 1-800 # to a shared DN. On this shared DN & use this DN to forward all calls to the hunt pilot. For the night greeting, these users could use the CFwdAll button for the shared DN to point to the Unity call handler. My concern with this though is that if we have significant call volume, that shared DN might get overloaded/busy out. Is that a reasonable concern?
I heard something about a translation profile but I haven't poked around with them at all. I'm trying to keep this config as simple as possible but not sure how well I'm doing since I'm in some new territory.
Thanks for the help.