I'm trying to determine the best way to give Unity control over incoming calls. I have CallManager 3.2 and Unity 3.1.4.
I have a pilot point/hunt group configured to handle calls into the customer's main number. Right now, CallManager simply sends the call directly to the pilot point. By doing this, I lost control over a lot of things. I understand that I should send the call through Unity first, so time-of-day and other call routing/handler properties can be applied. I'm not sure what is the best way do accomplish this.
The customer wants all incoming calls, during normal business hours, to be handled by a human. If no receptionist are available, a "standard" greeting/call handler menu will play with the typical options (dial the extension, dial-by-name, etc.). After hours, a "closed" greeting/call handler will kick in.
I've been playing around with route points in CallManager and call handlers and Call Routing Rules in Unity without much luck. No matter what I do, the standard opening greeting always picks up if I try to send the calls to Unity first.