Remove Extension from External Directory

[matt.karsten]

We have Unity 4.0 and CM 3.3.

The issue we are having is people bypassing our Customer Service Queues by picking the option for knowing the person's extension and then transfering directly to the person's personal extension.

Since we do not want to take away their voicemail accounts all together, I am looking for a way to take them out of the directory so that no one from the outside can transfer to their line. I would still like people within the company to be able to call the person's personal line and to be able to transfer people to them, just not from the automated prompts.

If there isn't another way, I will just use the option to have their extension point to the Customer Service Hunt Group.

Thanks.

[Brandon Buffin]

You could separate these users out by Class of Service or create a Public Distribution List with everyone except theses users in the list. Then, create a Directory Handler with Search Options that limit the search to a particular COS or PDL, therefore excluding the customer service agents.

Hope this helps.

Brandon