UCM 6202, with 12 GXP2170 extensions and 1 DP720/DP750 DECT extension
SIP Peer Trunk with 10 DID
Inbound Route to Ring Group (Reception), with 2 extensions in the group
Current Operating Scenario (Medical Practice):
Inbound SIP Peer trunk, with 10 DID numbers, thence Inbound Routed to a Ring Group (Reception) with currently two extns.
Inbound Route is also set up with “Time Condition” = “Out of Office Time or Holiday” goes to an IVR set up with only a voice message (701 - out-of-hours), then hanging up.
“Multiple Mode, Mode 1” is set up to go to another IVR with only a message (702 - temporarily closed), then hanging up.
Voicemail is generally not used or encouraged, thus disabled.
So that gives use cases of:
(1) after hours and holidays to play an announcement, notifying of office hours (currently on 701); (2) during business hours, when reception won't be staffed, send all calls to an out of office announcement [(on currently on 702), via mode change *62].
What is also required is another two (2) or more message announcements for emergency and special purpose announcements, being:
(3) announcement for emergency weather situations directing people to hospital or other arrangements (currently on 703); (4) medical special meeting and conference times, to advise callers to call back or other local emergency destinations. Perhaps, several extra messages.
So, what is needed is a configuration and method so that staff can use a ‘code’, like ‘Mode 1’, or a call forwarding scenario, to change to another prerecorded message/announcement. I had tried using reception handset forwarded to 703, with the other reception handset on DND, but that did not work. Some enquiries have suggested that a ‘Ring Group’ doesn’t support this forwarding scenario.
Is this able to work with the Inbound Route to a Call Queue and agent call forwarding?
Is there any other way of doing this?
Can anyone advise/suggest suitable UCM configurations to achieve this?