Away/Available Routing

[greatchoice]

Trying to route calls for closing the office early.

Right now in V20 i have the default route to the IVR but i want to have 1 phone extension act as the away status to push calls to an external number and when they are in the office it contineu to the IVR.

At this time I cant get it to go to the user, its constantly going to the IVR. Must be missing a setting

 

[fxbastler]

If the status of this extension is to be used for switching, then this extension must be in front of the IVR.

Set the default route to the extension which forwards to the external number in the DND or away status (and to the IVR in the available status), use the business hours of this dummy extension for automatic switching or switch the extension manually.

If this is an unused (dummy) extension, then its status can only be set with the appropriate authorizations in the web client or using a CFD app.

 

[greatchoice]

OH but this cant be a dummy line. It has to be a physical phone. I did route the default route to the extension however it continues to go to the IVR first. Could it be because the DID is set to the IVR? Maybe the DID has to be assigned to the extension instead?

 

[fxbastler]

Could it be because the DID is set to the IVR? Maybe the DID has to be assigned to the extension instead?

yes:

If the status of this extension is to be used for switching, then this extension must be in front of the IVR.

 

[greatchoice]

Now what about the SMS traffic though. If the IVR pushes the SMS to the queue

 

[fxbastler]

What kind of queue? What kind of SMS? There is nothing asked about that here. It doesn't work like that. SMS only works directly via chat, i.e. queues or users as i know.