Earlier this week I had a customer contact me regarding forwarding the receptionist line directly to Exchange AA which is the main line. During holiday periods companies want the flexibility of forwarding the receptionist to the main line or in some cases voicemail. This in the past has been referred to as “Night Mode” when using the old Nortel 2250 console.
The receptionist happened to be extension 3000 and the Exchange AA was extension 7300. My first response to the customer was to forward the user at 3000 to 7300. Which they did but only to report that the call was failing during transfer. The call flow was as follows:
Inbound call to Main Auto-Attendant (7300)
- User dials “0” for operator (this normalizes to 3000) which is the receptionist Lync account
- 3000 has set up call forwarding to 7300 (Exchange AA, the same one the call came in on)
- User hears your call cannot be transferred and is disconnected.
Create a Response Group with the following configuration:
- There is no Response Group “Group” required
- Create a Response Group “Queue” as shown below. The queue does not need anything configured. The only reason we are creating it is so that when we create the workflow we can select a queue. Otherwise we cannot save our configuration.
Now create the workflow: I used extension 3700 which was an internal only non-did extension. Yes I do everything in e.164 format. I did change the detail of the phone number to protect the innocent.
Now the important part. We need to set all time period to be closed so that we can take advantage of the closed treatment. Remember we always want calls to this RGS to go to the main line. In the “Forward to SIP URI” enter the URI for the Exchange Auto Attendant contact object that you created using OCSUMUtil. For example, “email@example.com”
Remember the queue we created? Just drop down and select it here. Since the workflow is always closed it is never used.
That’s it you are all set. Just remember to un-forward when the user is back ready to take calls and off you go.