We are looking for the best solution to resolve a timeof day routing/call forwarding query. Any recommendations are much appreciated.
We have 3 regions with 3 respective helpdesk numbers for each site. We want to manulpulate the behavious of a call so that during certain time periods Unanswered calls gets redirected to another extension and if still not answered gets forwarded to VM. For example:
7am - 12noon > Unanswered calls to VM
12 noon - 11pm > Unanswered calls goes to Site B extension & if unanswered it goes to VM
11pm - 7am > Unanswered calls goes to VM
7am - 12 Noon > Unanswered calls to Site A Extention
12 noon - 7am > Unanswered calls goes to VM
The complexity increases even more as the helpdesk numbers sit on different CUCM's in different clusters. They are linked together by intercluster trunks.
We are running a combination of CCM 4, 6 and 7
I realise with Time of day routing, it literally redirects and hands off the calls altogether to another extension altogether and loses ownership of the call so we are in essence looking for a method to manipulate how and when unanswered calls should be handled. Is there a way in CUCM or Unity to perform this?
Thanks in advance
Tried this in my lab for CF No Answer on a phon line
You would need to know where you would be providing the CF "NO ANSWER"
You need to create TOD partions - one for each time period
You will need a CF "NO ANSWER " CSS
I created 2 TOD periods
1- ALL AM
1- ALL PM
I created 2 TOD SCHEDULES
1- ALL AM
2- ALL PM
2 x PARTITIONS
1-AM USING SCHEDULE AM
2-PM USING SCHEDULE PM
I created 2 translations and changed the called number to a different routable DN one for each
Set CF NO ANSWER on the phone line
Rang original number time is PM reulted in call being router to my preffered PM number
Repeated and AM rang after changing time on CUCM
Thanks for the reply. I dont have a lab but I will test it on a a set of new extensions and trial out your method.
Another way to accomplish time of day routing:
Receptionist wants to have her phone auto forward to voicemail outside of business hrs.
Let's assume published number is 1000 and her extension is 1001.
1: Setup a CTI route point for 1000 and call fwd all to voicemail
2: Setup a System Call Handler on 1000 called "Time of Day" and apply the business hours schedule to it.
3: For 'during hours' have the system play a silent greeting, then ring 1001
4: For 'closed hours' have the system play the standard auto attendant greeting.
This is way simpler than other solutions proposed. Easier to change (or delete) too!