Routing of calls to logged out extensions - voiceguides

[Bruce123]

We're looking at changing the way incoming external calls to logged out extensions are routed.

Currently, if an external caller calls a logged out extension (e.g. where the employee has left) the caller hears it ringing indefinitely, which ideal in terms of capturing potentially important calls (where employees have handed out their own DDI). And the caller may also assume that their call is being ignored by us.

I think I can change this so that it forwards to the switchboard or a voicemail (using Forwarding on routing in the Entity). For voicemail forward to a virtual analogue extension with voicemail assigned with a message to the affect "The person you are calling is no longer available on this number. For any enquiries please call xxxxx xxxx where we will be pleased to help you".

However, the problem with the voicemail option is there doesn't appear to be a way to configure the voicemail to not allow recording of a message at the end. We could record a message and leave a long silent gap at the end, but this still potentially allows callers to leave a message.

There was some suggestion of using "Voice guides" for this. I have a document on how to record a voice guide, but I have no idea how setup the system to forward calls to a voice guide.

At the moment the forward to switchboard (Call Centre) option isn't available they are currently receiving a high volume of calls.

Does anyone have any ideas on how we can achieve what we want?

I did post a similar question yesterday, but for some reason it hasn't appeared in the forum, so I have typed it out again.

Thanks,

Bruce.

[Eliott]

Create an incoming call greeting guide prefix with the original directory number of the user after deleting the user.
As index put an free index and manage the guide and routing target as you want.
Works for external calls only but seems the best way I think.
Minimum Management with quite good flexibility.

[Eliott]

You will find it under System subtree in mgr.

[dbruder]

Bruce, I just wanted to add that you could use an "extended absence greeting" instead of the "personal greeting" to prevent recording of messages in the voice mailbox.