Forward ACD calls to an External DID

[ELBeast]

Hi we have an ACD on a Sucession CS1k (v4.0) that currently goes to VM if nobody picks up. They want to change it so that the customer service reps can manually forward the call to an external number (cell phone) I already tried to do a call forward on one of the phones that are in the ACD group but the call never forwards to the external number. What is the best way to accomplish this? Thanks in advance!

 

[Magpye]

Another option could be to replace the ACD number with a set which in turn is forwarded onto an ACD.

Let's say the ACD is currently 4500. Out the ACD, and create a set with the DN of 4500 on. Add CFW, a touch of HTA, with some CFXA.
Create a new ACD (4501) and add the agents to it. Then forward the 4500 set to the new ACD 4501.

This gives your agents the ability to change/modify the forwarding number, without having to worry about TOD, etc.
It also means you don't have to manually change the number every time they want to have team meetings, etc..

You may have to fiddle around with SFA on the 4500 set, so it allows secondary forwarding.

As an added feature, you could add RCFW on the set, which gives you and the call centre to forward the calls during emergency evacuation, stuck in traffic, etc..



Good judgement comes from experience, which usually comes from bad judgement..

 

[ELBeast]

Thanks for all of the suggestions. I ended up a creating a SDN that pointed to an application in Callpilot. The Callpilot app uses time of day routing to route the calls directly to the on-call phone when the customer svc reps log off the phones at the end of the business day. If they log out for lunch or whatever and it's during business hours the call gets routed to the VM box that they were using before. Thanks to everyone once again for taking time out of your busy lives to help me out.

 

[brewerdude]

Coolness! Glad it worked out for you!