We are looking for the best solution to resolve a timeof day routing/call forwarding query. Any recommendations are much appreciated.
We have 3 regions with 3 respective helpdesk numbers for each site. We want to manulpulate the behavious of a call so that during certain time periods Unanswered calls gets redirected to another extension and if still not answered gets forwarded to VM. For example:
7am - 12noon > Unanswered calls to VM
12 noon - 11pm > Unanswered calls goes to Site B extension & if unanswered it goes to VM
11pm - 7am > Unanswered calls goes to VM
7am - 12 Noon > Unanswered calls to Site A Extention
12 noon - 7am > Unanswered calls goes to VM
The complexity increases even more as the helpdesk numbers sit on different CUCM's in different clusters. They are linked together by intercluster trunks.
We are running a combination of CCM 4, 6 and 7
I realise with Time of day routing, it literally redirects and hands off the calls altogether to another extension altogether and loses ownership of the call so we are in essence looking for a method to manipulate how and when unanswered calls should be handled. Is there a way in CUCM or Unity to perform this?
Thanks in advance