Using VM call flow to determine internal or external call 1

[paul1979]

At weekends, my department runs an emergency support service for our staff, rather than the normal support for staff and our business partners in the week. I discovered today that, despite numerous communications, staff don't ring the dedicated mobile phone number, and randomly ring personal mobiles for staff in my department. In this case, they rang the one guy who lives 40 miles away from the office, who happened to be asleep.

I came up with a thought, but don't know the best way to implement it - The hunt group used for the daily support is set to go out of service at weekends, and goes straight to voicemail.

My thought was that, using a call flow on the hunt group's voicemail box, on Saturday's and Sunday's, determine whether the call originates from an external number or internal extension, and forward internal calls to the mobile, and externals to leave a message. On all other days, the out-of-service just allows a message to be left by anyone.

I have VM Pro, but no additional toys like the VBScript or database addons, so don't know if this would actually be possible with our current setup, and if it is possible, I'm not sure on how to make it work.

Cheers guys!

 

[sizbut]

That would be the Route Incoming Call action then - splits the VMPro callflow into internal calls and external calls.

 

[paul1979]

Thanks sizbut... I've been looking through the docs and completely missed that :

That's half the problem solved, but still not sure on how to do a time-based condition to test what day of the week it is... I was guessing that the date/time would be in a system variable, but can't see one (seriously hoping it's another standard feature I missed!!!)

 

[sizbut]

You need to be looking at the conditions editor (press F6) within Voicemail Pro. Create a condition containing a Week Planner element set to the days of the week that are normal work (and ensure that you put an OR element in front of it).

http://marketingtools.avaya.com/kno...ilpro/conditions_usingtheconditionseditor.htm

In your call flow add a Test Condition action and select the condition just created. Now you have branching based on whether this is a normal work day or not.

 

[paul1979]

Cool! That's exactly what I was after.

Many thanks sizbut!