A question of rerouting...

[DCLUser]

How do you route missed calls to voicemail when the system is in night 2?

Our office is open from 8 am to 5 pm.

Our reception person works from 8 am to 4:30 pm. She puts the phones into night 2 when she leaves. (Night 2 has been programmed to ring at an extension, and an appearance of that extension has been programmed on one of the admin team member's phone.)

The issue is that when the admin person leaves at 5 pm, she doesn't always remember to put the system into night 1 (programmed to route incoming external calls to the voicemail system for the auto attendant to answer).

I set the call rerouting 1st alternative (for the night 2 extension) to route missed calls to the voicemail system, which works when I call the extension directly, but when I test calling the main office number (system is in night 2) the line just rings forever, never routing the call to the voicemail system.

What form should I be using and what setting(s) on the form should I set to route missed calls to the voicemail system when the system is on night 2?

Your help, as always, is greatly appreciated.

 

[sarond]

You could still use Call Rerouting but you would have to have it against the main number, not the night 2 extension.

 

[DCLUser]

Hi Sarond,

I understand what you're suggesting but I have a few questions about the results:

1. Presuming this works, where would the calls route: voicemail system attendant or the general mailbox?

2. Would this also mean that missed calls at reception route to the voicemail system as well, instead of playing the "reception is busy" rad and giving the option to manually route to the general mailbox? If so, would that route to the same location as the answer to question 1?

3. Presuming the answer to question 2 is yes, how would you recommend routing missed calls to the Night 2 answer point so that the answer to question 2 would be no?

Thank you.

 

[sarond]

Are you using embedded voicemail or NuPoint?

The reroute would be the same regardless of whether it is Day/Night1/Night2.

How are calls flowing at Day? Ring group, hunt group, ACD, direct to extension...

Could you just set the calls at Night2 to go to a ring group then overflow to voicemail by overriding the integration so the call goes to the correct mailbox.

https://www.tek-tips.com/faqs.cfm?fid=7197

 

[jpruder]

Might need to know the kind of trunks involved, if the attribute sets the day/night 1/night 2 answer point, then the answer will be different

 

[DCLUser]

Sarond,

I double-checked the Call Rerouting form after reading your reply. Turns out that when I set up the Call Rerouting - 1st Alt, I set it to use the same Always Alternative number that I used for the Night2 system setting. I changed it to the Always Alternative number for the voicemail system and tested it out. The missed call now routes correctly to the voicemail attendant.

Thank you for your assistance.

 

[sarond]

Glad you got it sorted.