Problem diverting calls to external number

[chilipalmer]

I run a small company with 4 staff all with DDIs and with a main switchboard number as well. We have IP Office Manager 4.1 (31). We divert all calls on the main switchboard number to a telephone answering service. Problem is that if an external caller dials one of the DDIs, gets voicemail and then dials 0 to get reception it rings internally and does not transfer to the telephone answering service. Is there a way to program Manager so that all internal calls to the main switchboard extension also divert to the telephone answering service?

 

[IPOfficeIreland]

assuming that 0 is a short code set to Dial Extn 201 or whichever extension is the switchboard. You would need to forward calls from 201 to the external number.

How do you forward all calls outside of this? is it via the Incoming call route or Hunt Group OOS/Night?

 

[chilipalmer]

The way we do this is that calls on 200 (switchboard) are set up in Incoming Call Route with Destination of CallCenter. Then in User all CallCenter calls are set to Forward Unconditional to the telephone answering service.

I can't see anything in Shortcodes to suggest 0 is a short code set to dial 200.

 

[TomMills]

then under breakout in the voicemail tab check what 0 is set to

 

[chilipalmer]

where will I find the voicemail tab with breakout in IP Office Manager?

 

[TomMills]

under user then the voicemail tab

 

[chilipalmer]

I guess my set up must be different because on the voicemail tab in user CallCenter i don't have breakout, i have voicemail code, voicemail email and voicemail reception. any idea as to where else breakout could be configured?

 

[TomMills]

find an extn that uses the "press 0 for reception" and look at their voicemail tab, they will have an extn programmed to allow the call to break out.

it will be a case of changing this from the extn to the group, so that it follows the forwarding pattern of the group

 

[chilipalmer]

i tried that but there is no breakout to an extension programmed in any of the user tabs?

 

[TomMills]

what system is this? do you have voicemail pro?

 

[RavenAndy]

Also what type of trunks are you using ISDN or PSTN?

 

[chilipalmer]

it's an ip office 403 with ip office manager v 4.1 (31) with ISDN trunks

 

[TomMills]

as far as i am aware, the only places you could program a breakout would be in the voicemail tab, or with a custom leave action in voicemail pro

 

[Notsetinstone]

embedded

 

[TomMills]

yeah i now that you can do it with embedded, but if he was doing it with embedded, then there would be something programmed in the users voicemail tab.