Selective Call Forward

[sprocket10]

We have several members of staff on our support team that are getting users contact them directly rather than calling the helpdesk.

What we would like to do is forward all their phones to the helpdesk hunt group, but still allow anyone else within the whole team to contact them.

Is it possible to setup a forward on phones, but allow selected extensions to still call them directly bypassing the call forward?

[Terry Cheema]

No, there is no such mechanism. How about using a second line for that purpose?

-Terry

[Vivek Batra]

Adding to Terry, lets try if possible.

UserA/PhoneA has two DN's in different partition;

601 - Partition1 (Call forward disable)

601 - Partition2 (Call forward enable)

UserB wants to reach directly to UserA, so UserB CSS will be having access to Partition1 (no access to Partition2).

UserC should be restricted to reach UserA directly and must go through helpdesk, so UserC CSS will be having access to Partition2 (no access to Partition1).

Does it makes sense in your case?

[iptuser55]

The issue you have different people calling them whilst maintaining  the support engineers individual numbers unless you wish to renumber them? 

Issue 1 - When the support team makes a call their DN is shown so the destination can call them back directly 

Issue 2 -How do you block these call but allow other support members to call them 

1  Configure  Mask so when the support team makes a call, the CLI is the support desk- That way the call back number is not their own one

• Next Create a translation for each Support staff DN with the PT_EVERYONE and translate their  number to the support desk - any only dials the individual support staff DN is directed to the Help Desk 

2. How to stop users calling them  directly if they know their number before the MASK change- the better way rather then renumber them is  to allocate a new partition e.g PT_SUPPORT_ONLY to the support team and copy the normal  CSS` and add this partition to the new CSS 

Existing CSS - PT_EVERYONE

New CSS PT_SUPPORT-ONLY , PT_EVERYONE

• There are now two CSS , the general partition which still exists and every non support person is allocated to and  a new one which now contains the new PT_SUPPORT_ONLY as well as PT_EVERYONE.

Now assign the new CSS to the users who are allowed to call support 

Non-Support staff still has the old CSS

• External inbound calls 

Allocate the new PT_SUPPORT_ONLY to any CSS on GW`s, TRK`s if you want them to receive these types of call 

Outbound External calls- If your company allows CLI to be sent externally per user then you also need to create a Translation to allow their real CLI to be sent and not the Help Desk Mask as in item 1