question

chas-barber avatar image
chas-barber asked ·

Call Handling: Transferring Incoming Call to Message Only Ext.

We frequently get calls from freight brokers that call us all the time. Sometimes we need to speak to them if we have loads to ship, but often we have no loads to ship and would like the ability to simply press a button on our phones and have them automatically delivered to a recording that lets them know we do not have any loads at this time without having to actually speak to them.  Does anyone know if there is a way to do this?
transfermessages only
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kim avatar image
kim answered ·
I may need more clarification, but you might want to look into setting up an Announcement Only Ext and just forward those calls to the Announcement Only. 


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Thanks Kim - I have created an Announcement Only Extension and activated it.  Now, how can I assign it to a button on my phone?  It doesn't show up in the available extension list.
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So create a new extension and have it direct to the announcement only extension?  Its been awhile since I set all this up with implementation so I'm a little rusty.  Thank you for all your help Danno.
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You can - but what I would do [WWDD], if you want it to appear on your presence keys, is to set up a new extension (w/o phone).  If there is nothing in the Call handling fields, it will go right to the VMS greeting.  That way you have less steps in the call process. 
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Perfect - then just setup the voicemail greeting and don't allow messages, correct?
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Yep, but in full disclosure, the extension will still take messages.  You can, however, create a rule (like Chuck mentioned) where all the calls to this extension will play an announcement only and therefore not take a message.
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chas-barber answered ·
I'm hoping that it can be just a hot button.  Our call queue is structured in a way that all our phones ring for each incoming call.  I'd like to be able to press a button on the Polycom phone and send certain incoming calls as they are ringing to an announcement only extension that tells them that we don't have any loads at this time and to please try back on another day.  They call constantly (many companies every day) and on days we don't have loads to give to them, it can take up a lot of time just having a few minute phone call with each to tell them we don't have loads. 
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Unfortunately, that option isn't available. 
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You can set up an advanced rule and just login and turn it ON for those days, but that will have to be done manually in the ADMIN portal. 
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danno avatar image
danno answered ·
I agree with Kim with respect to the phones.  However, you can do it with RC4W.  There are several different ways to do it, and it's not a one step Hot Key (rather a two click option), but I do have it working on an account.  I'm assuming you know its a broker by their CLID.
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Yes - we recognize the brokers by their CLID. Can you tell me the steps to do it?  Pressing two buttons would still be more amenable than either ignoring their calls or having to speak to them.
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I agree with Dano, but here is another thought, setup rules for each of your freight brokers and make it conditioned on the caller and route accordingly to an announcement extension.

Example create a rule called Freight Broker X 

The Rule will look at the incomming calls and when a number matches, it will then route that call differently.

So you turn the rule ON when you have nothing or leave it off when you do have something for them

Not sure of number of brokers but this could be an option also

Chuck
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We have at least 20-30 brokers that call on a regular basis. I'd have to turn the rule on or off for all of them? Sometimes when they are calling, however, we do have a load going with them, but sometimes not.  Really a solution that will work best for us is on a case by case - in the moment - decision to send them to a recording letting them know if we have loads or not that day.
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Got it.  I was thinking if you knew on a certain day then you could put the rule on but I understand.  

So Dano's solution may be best

Chuck
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But you could enter multiple numbers for one rule, right Chuck?  May be a useful option for broker(s) that bug the hellaoutof them and/or they don't want to use.
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danno answered ·
Sure thing:  1st option would to enter a "reply" message i.e., 'we have no loads'.  So from the RC4W pop up screen, click Reply and then select the new message above.

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Sorry if this is a basic question, but is RC4W the desktop application?  I haven't been using that so I don't have a lot of experience with how it works.
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Yes.  Not too difficult to use.  My advice to clients is always to read up on the application and then test before you deploy live so you are comfortable with it before dealing with customers. 
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danno avatar image
danno answered ·
2nd option would be to create the extension Kim referred to earlier.  Then you transfer the call to that extension.  Now that I think about it, that would work on the phones to.  Just answer call, depress transfer, enter extension and hang up.
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