Transfer to external number?

[jacy7]

We recently split our office into 2 locations and cloned our original CICS 8x24 and Flash 2, to location #2. All calls come into location #2 and during the day, our human attendant can transfer (link) calls as needed to location #1. Location #1 is always in AA and either our human attendant or the caller has to dial the end DN for the desired party. Works fine for us during business hours.

Problem is for our non-business hours, as location #1 is now a residence and they need to get emergency calls. Can we program location #2 so that a caller trying to reach John Doe (who lives at location #1 on DN27), can just press John's DN once, and the Norstar seamlessly makes the external call and routes the caller to DN27? (We do not want to make the phone numbers at location #1 public knowledge.)

TIA
~Jacy

 

[Roldan]

The only way you'll get that to work is through a CCR Tree. You'll have to have an option that will send calls to site 1 ( for example: "To reach customer service press 1" when the caller presses 1 the call will go to site 1). At this point the caller will get the AA of site 1, and will be able to enter the users DN they would like to speak with. If you need help setting this up just ask, I'm sure somebody will respond if i do not.

 

[jacy7]

I was afraid of that. We're a small office and prefer to have a real attendant during office hours. CCR would really be overkill. Thanks, though!

 

[phonebiz]

The CCR is already a part of the Flash. You would just use it in place of the Auto Attendant you are using now. You can still use a live operator to answer the calls during the day.

 

[sprucegrover]

What if you were to use a CCR tree after hours at Location #2, and have the Transfer point to reach Location #1 be an external transfer, but insert the appropriate number of pauses and DN27 to call thru the 2nd AA?

When the AA at Location #1 answers, the incoming call should pause long enough for the greeting to start and then send the call to John Doe at DN27 without the caller having to enter any digits.

At Location #1 can the AA be turned off and a Night Ring group be used to have all calls ringing after hours ring only the phones that John Doe has access to? Or is the AA still required 24/7? Night ringing can be a problem if other sets are CFNA or CFBY to voicemail.