I have auto attendant setup for incoming calls, how do i forward that call to a cell phone number?

[Deleted User]

I have auto attendant setup for incoming calls, how do I forward that call to a cell phone number if they say press 9 on the prompt?

"Hi, thank you for calling, if you know your parties extension please dial it now.  If you are in need of immediate assistance, please press "9".

For the "9" how can I have that go to a cell phone number?

Joe Sauer

Hi Danielle,


Currently, there is no native option in OfficeSuite Auto Attendants to forward a call to an outside number when a caller presses one of the options (like pressing "9" in your example).


However, there is a work around:


The first step is to go into "Phone System -> Call Groups", and add a new "Broadcast Group". Remember what extension number and name you assigned to this group, as you will need it later for your Auto Attendant. You will not add any members to this broadcast group. Set the call coverage so that "after 1 ring, forward to another phone". Lastly, in the "Phone Number" field, enter the desired cell phone number.


I suggest you test by dialing this broadcast group extension number from one of your Broadview phones. If all goes as planned, your call to the broadcast group extension number will result in a forwarding to your cell phone.


Now go back into your auto attendant and set the "Send Caller To" option for key 9 to "Call Group". Using the pull down menu, select the call group you created above.


Do a final test by calling into the auto attendant and press "9". Your call should be forwarded to the desired cell number.


Let us know how you make out!

Official Rep

That will work! Thanks for responding Joe!

[Deleted User]

I have tried the same work around. When I call the broadcast group, it says "enter your ID followed by the pound sign"

Has something changed in the work around?

[Deleted User]

I have tried the same work-around, except to a non-cell phone number (another companies phone) and it doesnt work. I get an automated voice that says "Enter your ID followed by the pound sign".

If i change the forward to number to my cell phone number, it works fine. Why can't i forward to a non cell phone number?

Joe Sauer

Hi Dan,

Have you ever dialed your own cell phone number from your cell phone?  When you do, it goes straight into your cell phone voicemail system and prompts you for a password.  This is because the system recognizes that you are essentially calling yourself, so rather than try and ring the very same phone you are calling from, it goes straight to your voicemail login.

I suspect something similar is happening here.  What is the nature of the number you are forwarding to? Is it possible that the number you are forwarding to recognizes the caller ID of the phone you are testing from, and therefore goes directly to voicemail login?  Have you tried testing the AA dial-9 option from a completely different phone?

I believe what you are hearing is coming from the forwarded destination (not anything to do with OfficeSuite).

Joe

[Deleted User]

i thought about that also. However, I can pickup the same phone and manually dial the number i am trying to forward to and it works fine. So i dont believe its due to that..... 

[Deleted User]

I also verified that when i dial the call group i created, my phone screen says Forwarding to (and the phone number i have it forwarding to)..... weird

Joe Sauer

When you dial the group extension directly, then I believe OfficeSuite will use whatever outbound caller ID is set for the extension you are calling from as it passes the call to the forwarding number.  You might look at that outbound caller ID, and try a different setting.  Just a  thought ...