Attendant Console - Operator

[mwooks]

I want to create coverage path for our 1 attendant "0" or want to forward the call to a specific extension each time the operator is not available. Is it possible?

Thanks,

mwooks

 

[Midstream]

There are a couple of ways to do what you want to do. You can try "Backup Alerting", which you can research in the Administrator's Guide, or, you can put the attendant in a hunt group and put a coverage path on the hunt group. This will also allow you to use a hunt night service button on the attendant console for quicker re-route.

 

[mwooks]

Thank you for the help. God Bless!

 

[jordy5535]

I would utilize night service.

 

[mdcr]

We've tried this, and when callers first call into the office and the operator isn't there, the calls will be forwarded to coverage group, but if the call goes to a user's extension, and then instead of leaving a voicemail, the caller hits '0' to go back to the operator, it will no longer forward to that same coverage group. Can anyone explain why this particular behavior would happen? Is there a way to say, no matter how a person gets to the operator (whether they hit '0', get transferred in, call the DID number of the operator), the call will go to the coverage group? Thanks in advance!