IVR - Send callers to extension on a different UCx 2

[Watsonjas]

Good afternoon! I have an IVR that I’m setting up as an employee directory and I would like for callers to be able to dial and reach an extension that exists on another eMetrotel in another office over a trunk. Is that possible?

1. Caller dials number xxx-7580 which is connected to an inbound route.
2. This connects the caller to an IVR with a greeting.
3. The IVR allows them to dial an extension.
4. Problem: If they dial an extension local to the eMetrotel UCx that they’ve called into, they can reach it. However, if they dial an extension that exists over a trunk on another eMetrotel, they get a message saying “That option is Invalid”.

Basically, I’d like to create an internal phone number for our employees that allows them to bypass our call center if they are working from home. When they dial this phone number I want them to be able to just dial an extension belonging to anyone in the company and reach them, whether or not the destination extension lives on the local UCx or a UCx over a trunk in another clinic.

 

[getsomesun1]

You will accomplish this through Directories. Assuming you are using Extension Directory as your Direct Dial choice in the IVR you will add the Ext's from the other UCx to the Directory of the UCx that is answering the calls. This also assumes that you have a coordinated Dialing plan between sites via a SIP trunk. ie; Site A is Extension range 1xxx and Site B is extension range 2xxx. Also assumes that you have a outbound route for 2xxx that uses the Site to Site SIP Trunk.

From the PBX tab go to Directories under Applications on left menu.
Choose the Extension Directory or whatever Directory is assigned to the IVR.

By clicking on the Green + Button at the bottom of the list you can add Entries to the list.
Choose Custom from the Drop list.
Enter the users Name then for Name Announcement use Text to Speech (see below for greeting)then enter the Extension 2xxx of that user in Site B's UCx.

Now when someone dials 2xxx from the IVR in Site A there is an entry in the Directory to route the call over the SIP trunk to Site B.

Now using text to speech for the Name Announcement is OK, but the name is spelled out and is kind of clunky. It would be better to log into Site B via WINScp, go to /var/spool/asterisk/voicemail/default find the users MB you are working on and download their Name Greeting. I believe it will be the file that is just named Greeting. You can then rename that Greeting on your laptop to Something like grtg_2xxx. You will then take that greeting and upload it into Site A's system recordings.
Once this is done you can now go back into your directory and change the Name announcement from Text to Speech to grtg_2xxx. Now when someone dials out of the IVR or uses dial by name it will have the actual users Greeting as if you were connected to Site B's AA.

http://www.ucxdirect.com

 

[Watsonjas]

Thank you for your help and advice. I will be starting on the project in the next couple of weeks and unless I'm delayed I plan on coming back and letting you (and future readers) know that this worked (I have no doubts) and how it went, as well as any additions that we make to the steps you've laid out for us.

Again, greatly appreciated!

 

[getsomesun1]

I didn't have notify on for this thread. I do now. If you have issue post it and I will try to get back to you quickly. It will work. ;o)

http://www.ucxdirect.com