Call Handling - Direct Dial to Group

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I am in the US.  We have five users.  We currently have our main phone number ring into a call group which sequentially goes through various users until someone is available. If no one is available they get an IVR.

But unfortunately, now that we're using texting more and more people have my direct number.
I don't want people to reach me directly via phone.  I want them to go into the group first. 

Does anyone have a solution for this?  Basically, any calls originating outside of our organization should go to the Group no matter what number they dialed.  But if the call originates from within our organization (like a call transfer) it should go direct.

Simply put, I don't want anyone to be able to call my direct number, but I want to be able to text from it and receive call transfers to it (or get calls out of the sequential ring group previously mentioned).
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MikeBGrandRapids

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Posted 7 months ago

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Andrew, Champion

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Most of this can be done through an advanced rule.  You can set it up so that your direct dialed number will forward to the group/IVR and leave the extension ringing you.
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MikeBGrandRapids

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Can you tell me how to do that? I don't see an option to forward to a group.  If I assign a direct number to the group and forward to that number it says I can't forward to a number that exists in my account.
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MikeBGrandRapids

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Also, I wouldn't want the group to ring when a user within my organization transfers a call to me.
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Andrew, Champion

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Sure it's a bit of a work around but it totally works.  How are you currently forwarding from a Virtual Extension or from a Queue to an IVR?  it should be the same as that but in some cases you'll have to get fancy.  Let me know and I'll try to cook something up for you.  
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MikeBGrandRapids

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I'm not sure I understand the question to be honest.

Currently during business hours the auto receptionist skips the greeting and forwards to a group which cycles through users sequentially.  If no one picks up it goes to the group voicemail.  After hours the group connects to an extension which is an IVR.
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Andrew, Champion

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Go to your Call Handling and Forwarding on your extension > Click Advanced > Add Rule  > Title it and select Called Number >  then select the direct line for your extension only  (the one with no extension)....I think if someone knows your extension they'll be able to call you from the outside, but this will make sure that if they dial the caller ID from the text messages you send them that we can send them to the queue.  

Click next and under Forward calls deselect everything under screening, Greeting & Hold >  Turn off all call forwarding on the next step > Deselect Messages to disable taking messages >  Once you do this you'll get a new drop down option to "connect directly to Group."  >  Select the Queue you use for the main number and you should be good to go.  Click Save.

Sorry, I know it's quick, but I'm running out the door and wanted to get something to you tonight. 
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Saadet - Community Support, Official Rep

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Now when they do the Blind Transfer, are they typing in your extension or direct number? This may be one of those things that we can't get around :/ As in you may have to always do a warm/attended transfer.
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MikeBGrandRapids

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They are using the line, not the phone number.
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Saadet - Community Support, Official Rep

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Ok, I believe it's because with a Blind Transfer our system sees the original caller's information (their caller ID and what number they dialed) while with a Warm Transfer the system sees the internal individual who is calling you (not the information from the original caller). So that's why the call gets stuck in a loop with the Blind Transfer. 

So a Warm Transfer would be the way to go. I'd be curious, though, if they did a Blind Transfer to your direct number (as opposed to extension) but my feeling is that it still would get stuck in a loop.
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MikeBGrandRapids

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When transferring to the direct phone number instead of the extension the transfer does come directly to me, but the caller ID is our Main Number, which defeats the blind transfer.  I guess warm transfer is all we can do.  And that wouldn't be that big of a deal if after the transfer was completed the callers caller ID came with!
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Saadet - Community Support, Official Rep

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Yeah, I understand that...I wish it would follow, that's something that bothers me :(

There's a feature request for it if you'd like to vote