Hey Jeremy, could you provide more details? What's the call flow look like now and what do you wish it to look like?

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Hello Saadet, 

We would wish to be able forward calls to a specific extension, without having to answer the call then transfer. 

We currently have our Help Desk on say extension 1234 , however some vendors would rather bypass the prompts and call agents directly. 

We would like to be able to forward a call just like transferring a call directly to extension 1234 if needed without having to answer it. 

Currently when trying to forward a call using an extension, it does not recognize the extension and routes the caller to the recipients voicemail box.

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Hi, I understand exactly what you are asking about, and I thought you did a good job of explaining it.

Although not an ideal solution for you, you might be able to set up one or more calling rules so that when your system gets incoming calls from one or more telephone numbers (like your vendors' telephone numbers), they are automatically sent to the desired extension.

Another approach might be to simply tell your vendors that they do not have to wait for the prompts before entering an extension number. They can enter an extension number immediately upon your system picking up on their call.

The only way I can think of for your vendors to be able to call an extension directly is for the extension to have its own digital line with its own number.

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Thanks for your response, yeah I wasnt sure how to explain it simpler haha

I tried a few things and I was able to find somewhat of work around. 

Unfortunately, when assigning the forwarding rules per user, you arent allowed to assign a number already associated with your users group. So I as well as others on the Helpdesk team are unable to "forward" calls to the direct number associated with HD extension, unless it is manually entered. 

Our vendors are relentless, they already know that they need to call the Queue but like any customer they want to be in front of the line. We give them the specific extension, but there is a 30 second prompt so they try to avoid that calling our direct numbers found on the email signatures.

As a way to penalize this behavior we have decided to forward them directly to the very beginning of the queue, definitely not the solution we were looking for, but it appears to be a User error as opposed to a software error, so this should groom them to make the correct choice and just wait in the queue 

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