I have a customer that used one main line for all incoming calls and a night button on their legacy phone system. After hours, they would press the night button and all after hours calls would got to the after hours mailbox, then page the on-call account rep if a message was left.
The customer now has an AVVID solution with outside direct dial to its account managers. This enables the customer's clients to call their rep directly instead of calling a main number and then getting transfered to their rep. However, this company is a 24/7 production facility and when a client calls their rep after hours the system needs to be able to notify the on-call representative of a production request. Right now the system notifies the mailbox owner of the message, and the mailbox owner notifies the on-call person.
What the company would like to do is have an on-call mailbox that all of the account reps forward their phone to when they leave the office for the day. This way if the customer calls the rep after he/she has gone home for the day, the customer could leave a message and the on-call person is notified. I have tried creating an after hours mailbox that would do this, but the called subscriber's voicemail always answers instead of the after hours mailbox.
Does anyone have a suggestion that I could try to make this happen?