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robert-jerina115 asked ·

Forward calls to group extension to another group extension with greeting

Long story short, we're collapsing extensions. Our group extension 5 is collapsing into group extension 2. We want to notify customers of this in the phone system but still forward them automatically to the new extension they should be dialing. So basically what I am trying to do is set up group extension 5 to play a greeting then forward the caller to extension 2. However I am not having any luck trying to get this to function the way I want.

The advanced calling rules only seem to allow you to set ONE action to happen.

-I can set it to unconditionally forward to extension 2, however this will play no greeting notifying the calling customer that it is no longer a valid extension
-I can set up two rules with the same condition, one with an action of playing a greeting and one that will forward them to extension 2. Only one of these rules ends up being followed however
-Transferring to call queue members you can specify a greeting but you can ONLY forward to call queue members, not group extensions of course. You can't add group extensions to call queue members.

So how do I accomplish what I am trying to do? 
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mike answered ·
Robert,  I've been thinking through this, but not sure I fully understand your needs. There are indeed some limitations which you've discovered and I think it would be best if you called into telephone support for this one.

Mike
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robert-jerina115 answered ·
I simply need an option to play a custom "greeting" when someone dials a certain extension THEN transfer them to another group extension.
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robert-jerina115 answered ·
Both are call queue extensions.
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robert-jerina115 answered ·
That could work I suppose. The only problem is people dialing option 2 will also get this greeting telling them to dial option 5 anymore... hmm
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saadetswift16514 answered ·
Hey Robert,

Is extension 5 a Call Queue extension or a User (regular) extension? And what is extension 2 (call queue or user extension)?
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saadetswift16514 answered ·
Hello Robert,

I did some testing with my account and what I think would work for you is this:

Create an advanced rule on extension 5 that has calls forwarded to extension 2.

On extension 2, set up your custom greeting explaining the change, and then the call will ring the people in extension 2 immediately.

The call flow works like this: Call goes to extension 5, is immediately routed to extension 2, custom greeting plays, call queue members are rung based on the settings for extension 2.
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saadetswift16514 answered ·
That is true. I was under the impression option 2 was brand new and just replacing extension 5. 
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