Is there a way using the IVR to transfer to a external number. We would like to have the IVR set up to allow the caller to "Press 1 to be transfered to the agent on call". This would then transfer the call directly to the agents cell phone. (all agents have an extention at the office). Not sure if this is possible. Any help would be greatly appreciated. Thanks.
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6 comments
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Oscar Colka Yes, I think this is possible, you can try setup the IVR's key event to an extension(just pickup an not in use extension and you don't need to register that extension anywhere) first and then setup the extension to always forwarding to an mobile phone number.
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Joe Chamberlain Oscar, I tried this and it does not seem to be working. When I,get transferred to the new extension that has been set to "always forward" to an external line. The IVR says "please Stan by while we transfer your call" then immediately it say "we were unable to transfer " and gets stuck. I think the problem is that whe I set up the extension to "always forward" it opens up a place to enter the custom phone number (which I enter). However, it also has a Box to enter a "prefix". I cannot figure out what to enter in this box. The help box just says "A prefix matching the outbound route must also be filled in". I cannot find anything about what a prefix is. When I leave this blank I get the 'unable to transfer" message. I am not sure if this is the problem but it appears I have to enter something in this box. Do you have any ideas? Thanks!
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Joe Chamberlain Still cannot figure this problem out. In fact I tried to figure out in general how to transfer / forward all my incoming lines to an external mobile number and I seem to be having the same problem. I cannot transfer calls to an extension I created. Can find nothing about this. As I stated above we are trying to have phones forwarded to our on call agent on weekends by using IVR to transfer calls when a caller presses a number choice. No succes so far. Thanks for the assistance.
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Oscar Colka Joe,
Make sure you can dial out the number you configured at the always forward text field. For example, if you setup the number 123456789 on extension 1001, you need to make sure that 1001 can dial out 123456789.
If there is not any prefix required, just leave the field blank.
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Carlo van Dongen Don't forget to give the extension that makes the forward have rights on the outbound trunk.
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Patrick Hogan Thanks Oscar, we had the same problem but it's all okay now. We appreciate the help.
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