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Background
Switchvox Admins have the ability to configure system-wide voicemail options which include routing to a specified extension if the caller presses zero. This feature can be combined with IVR logic to handle complex routing based upon the called extension or caller ID info; however, it does not provide the individual user direct control over whether to make use of this feature or where their call would be routed.
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For example, Monica is trying to reach Chandler, her account manager, at extension 100; however, he is not available to take her call. Normally Monica would be prompted to leave Chandler a voicemail on his extension. In this case, Chandler has pre-configured his Call Rules using this procedure and Monica is instead greeted with, "Hello. You've reached Chadler's voicemail. Unfortunately, I am not available right now. Please press zero to speak with the next available sales associate, or hold to leave me a message." Monica chooses to press zero, and Chandler's Call Rules send her call to the Sales Queue at extension 200.
Procedure
Step 1: You will create a "Secret Code" action in your Call Rules. This can be any single digit that you would like the caller to press in order to be routed to the alternative extension you have pre-configured.
Log into the Switchvox extension in /main
Go to Features > Call Rules > Unanswered Call Rule Sets and click Create Call Rule Set. Alternatively, you may modify an existing call rule.
Within the Call Rule Set, click Create Action and choose Secret Code.
Set Call Type to Direct Calls.
Enter the single digit of your choice in the "Secret Code to Prompt for" field.
The default "5 rings" is recommended as the "Number of times to ring previous rule before code prompt" in this configuration.
Select 1 as the Number of tries to allow.
For "If Code Is Incorrect, then" select Voicemail in the drop-down menu.
Click Save Action.
Step 2: Next you are going to create a Call Forward action to specify to which extension the caller is sent when they enter the code. These steps are also completed in the Call Rule Set used in Step 1.
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Step 4: Confirm desired placement of this new Call Rule Set and the Actions it contains, as well as its General Settings, such as Time Frame and Status settings for when this rule set should be in effect.
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Call rules are obeyed sequentially. Make sure the Forward rule made in Step 2 immediately follows the Secret Code rule made in Step 1.
Go to the Settings tab for this new Call Rule Set and select the Time Frame and Status during which you would like this rule to be used, when the caller will receive the prompt. (Note: If this will be used only on demand, you may wish to create a new Status type and use it specifically for this purpose.)
Go to Features > Call Rules and consider the order of all Call Rule Sets, and the position of this new Rule Set among them.
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