Calling Groups and Forwarding

[jmceuin]

I have had a request to have a calling group forwarded to an outside line. It comes in as a DID assigned to the calling group. Is there a way to have the calling group forwarded or should I rather reassign the DID to a standard desk phone extension and then have the deskphone extension forward the call to the external number. For this one scenario it will work. The service tech answering the group line quit and we need it serviced by our sister group in Ireland. But I also have this same request for another service group (that is a queue of 5 individuals for a different product line) and they would like to be able to forward their inbound group calls from customers to say a mobile phone. If it is possible that is great. Otherwise, I will just reconfig to have the DID line setup as a desk phone and the desk phone redirect it.

Thanks in advance.

 

[merlinman]

Scenario 1) - Just change an Extension to be the NUMBER that was this SINGLE MEMBER Calling Group, and forward that.

Scenario 2) - Consider that CALLING GROUPS, nor CALLS TO A CALLING GROUP, are NOT eligible to be forwarded. In that case, some TRICKS may be used to accomplish this.

A) Group must be an Auto LOGIN or AUTO LOGOUT group.
B) It will need to be set to have a SUPPORT GROUP to back it up.
B) When the AGENTS want calls to go to the SUPPORT GROUP, they must all LOGOUT (with Auto Lonin, that means Press the LOGOUT button, with Auto LOGOUT, the D-N-D button must be pressed.)
- - - - UNDERSTAND, if they DO NOT LOG OUT, the FORWARDING WILL NOT HAPPEN - - -
C) The SUPPORT GROUP has to have ONE (AND ONLY ONE) T&R (Standard Telephone) PORT assigned to it.
D) THAT PORT MUST BE "LOOPED AROUND" to a line port. (That is, a PHYSICAL CONNECTION NEEDS TO BE MADE CONNECTING THE 2 PORTS, an RJ-11 Cord will suffice)
E) The "LINE" created by the LOOP AROUND can then be assigned to a phone, WHICH WILL THEN BE FORWARDED TO Wherever.....

That's one way to get this to work.

http://home.comcast.net/~merlinman

-merlinmansblog.blogspot.com