Call Handling: External (immediately) to VM and Internal to ring phone

[Lcarter66]

We have received the following request (yes, we realize this is lousy customer service, but our higher-ups are pushing us to fulfill this request).

* External caller dials published DN ---> call is forwarded immediately to voicemail
* Internal caller dials the same published DN ---> call rings the phone programmed with the DN on Key 00, then follows programmed HUNT and FDN entries

I understand we can use EHT and EFT to send internal and external calls to different locations, but I don't see any way to have external calls sent immediately, while internal calls to the same DN have the opportunity to ring the phone or hunt, first.

Removing the DN to create an ACD script is also not an option.

The user swears this was working for another employee who has left the organization. The phone has been reprogrammed for a different user, so we have no records available. I believe the new user is mis-informed, and at best, EHT and EFT were being used.

Any suggestions?

Thanks for your help!

 

[DFKSydney]

Use IDC conversion for the incoming calls, call diversions for the internal calls.

 

[Lcarter66]

Thank you, DFKSydney. That's what we're going to do. We just hoped there was something we could do at the station level, since this department has a high level of turn-over and the next person may not want it set up like this.

Cheers!