I want to be able to have another number dialed which is not an extension but an external landline number. Is this possible. I can see a greyed out link to add external agents. Please advise. We would like to have our office staff take calls, but sometimes they are occupied or on other calls, if that is the case we would like for the caller to be diverted to an external number/landline. Currently the maximum call queue time must expire before the caller is diverted. This might cause longer wait times and delays; rather than doing that we would like for the caller to be transferred to an external number (who is a virtual receptionist).