How to Forward Calls to an Auto Attendant/CCR

[bobertb]

I need to forward calls to a particular set to an Auto Attendant/CCR.

Required:
Allow Forwarding of a DID (Trg Line) ringing on the set to AA/CCR

Optional:
Allow Intercom calls to also Forward the the same AA/CCR

I've already considered having the DID answered by AA based on number of rings.
That seems the brute force way to do that.
Is there a more flexible way to do that?

I haven't come up with a way to get an Intercom call to the same set to forward to a AA/CCR

 

[curlycord]

That seems the brute force way to do that."
It's very easy and the best if not only option.

AA is for lines
Mailboxes are for sets

You could describe in full detail why a set would have the need to forward to AA.
Telling the story might depend on a possible work around or other option.




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[bobertb]

Thanks for your response CurlyCord

Where's why I'm trying to get a set to forward to an AA.

Scenario:
User is the "Receptionist" for a small business.
The Main # is a DID that only rings at her desk.
If she doesn't answer, the call needs to go an AA.
[ul]
[li]As you noted, using AA to answer the line would work for that.[/li]
[/ul]
The twist:
Other users transfer calls (internal/external) to the Receptionist,and if not answered, those calls need to go to the AA as well.

 

[curlycord]

The twist:
Other users transfer calls (internal/external) to the Receptionist,and if not answered, those calls need to go to the AA as well."

In that case here are some possibilities:

-Send caller to the General Mailbox (F986,100), the general greeting should state as an example "you have reached the general mailbox, to return to the main menu press * otherwise please leave a message.
When the caller press's * they will be sent to the greeting of path/node 0 of the CCR Tree

-Forward a phone such as courtesy phone that does not have a mailbox to vmails DN or use a free ATA port, transfer caller to that phone/dn.






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[DocRobotnik]

Depending of the version of BCM you have, on my R6 system i can do it here...

When you Add an Service Directory Number associated to a set, at the moment you forward your set by F984 or by the 4 Rings delay, callpilot will forward the call to one of those settings Voice Mail, Express Messagin, Name Dialing, Auto Attendant and Greeting Table etc.

The forward will work also for internal calls. This is also how i test an auto attendant or CCR tree without calling the line, i just forward it there on a unused set.
Like my actual settings it goe to a skillset, but unfortunately for some reasons skillset do not work on internal calls, can only be access on Lines.

And unless it's only a bug to my system, by default if a phone is forwarding to the callpilot DN after 4 rings and the set don't have a voicemail, it will go on the Greeting Table 1, and i don't know if there is a way to change it to an other greeting. But my Greeting Table 1 go to my CCR Tree 8 to tell the user the user mailbox do not exist and hangup it self....

Here a demo

https://www.youtube.com/watch?v=MZBJBInpwtQ

So according to my setup, you may can do it also. BUT ! if your set have a voicemail it will not work Or it will by pass the voicemail i can't remember.. but better to have no voicemail on the set.




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[curlycord]

To be sure Doc... the client wishes to transfer an inbound external caller back to AA, from what I understood with Service Directory Number it does not support a "Transferred" call.

I thought I had tested this theory out once before.




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[DocRobotnik]

You are right curly, i just tried it.

If 312 is forwarding to 321, after 4 ring on 312 it will go on 312 voicemail not on AA. (Just discovered it)

BUT ! If the set 321 is the Receptionist, after 4 ring the caller can be transfered to AA.

In this one my default Company Greeting is Table 10

Tell me if i'm wrong, or maybe i did not get the question.

I made a little demo in case !

https://www.youtube.com/watch?v=hRxAC_tZd9Y

I did not call my lines but the DN and it look to react same like if i called the line.
If 321 is forwarded by F984, it will instantly go to the AA table 10.




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[curlycord]

I did not call my lines"

You have to call your line/s when testing as you need to simulate a real call where call comes in via AA to a human.

The only way I believe a Service DN will work is if:
A Line or Target is told to Appear & Ring (or Ring Only) via Line Access on the Telephone that is the Service DN
A Line or Target is told to Appear & Ring (or Ring Only) in Huntgroup programming under Line Assignment

Once AA or a human answers you cannot transfer the call to the Service DN.

This would be a work around but probably easier to do what I mentioned above:
Spare ATA port wired to a spare Trunk port
Assign the Trunk to the Service DN Telephone to Appear & Ring (or Ring Only)

Human can now transfer the call the ATA's DN.

Similar to how I use DISA on my SIP line




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