- CQ Route to Extension: Reach out to your sales rep and they can get this enabled. It's available but not released.
- Dial by Extension: You can dial by extension at any time in RC, as long as you're not on an active call (actively speaking to someone or leaving a VM message). You would have to dial the ext. and the system recognize it before the VM beep.
The way we have it going out from a call queue to an external line, is at the end end of the time period, it goes to a specific extension - that extension then has the Custom Rule to send to the external number.
We also have one extension that goes to 4 physical phones at the same time - just added the phones under the same extension - and in the call queue to ring at the same time. That way if anyone calls the one extension (not from the IVR but directly) - all four phones still ring at the same time. The VM email goes to a distrib group so they all see the VM.
As far as presence... yeah - RC has a ways to go on that. The HUD is the closest thing at the moment.
Let me know if you want screen shots.
@Joe Cache, we basically have the same set up minus the queue. We have auto reception call an extra user that has call handling ring sequentially. It first does a ring group of the receptionist's phones, then it does the external number.
The issue with the HUD is it shows the extra user picked up, not the actual person.
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