End User Control for Forwarding Hunt Pilot Numbers
Under the Hunt Group Pilot number configuration (Call Routing > Route/Hunt > Hunt Pilot), forwarding options for call delivery in No Answer and Busy scenarios are set. In many situations, it is desirable for an administrator to control where a call is delivered in forwaded scenarios - for example, to voicemail, or to an overflow destination. In some situations, however, users may require or request control over how calls are overflowed. Say a small hunt group of 3 users needs to forward calls to a mobile device during a team meeting - this can be achieved using Personal Preferences.
In the Hunt Group Pilot configuration, under Hunt Forward Settings, "Use Personal Preferences" can be ticked for either/or both Forward Hunt No Answer and Forward Hunt Busy. The only caveat is that these settings are only activated on the Oringal Called Number. In other words, the number the original party dialled to reach the Hunt Group. If the Hunt Group Pilot is dialled directly, this setting is useless, since the Pilot has no concept of the required Call Forward Settings (No Coverage). If Personal Preferences are used, then the call must be forwarded to the Hunt Pilot from another destination, i.e. using a CTI port or Route Point set with the Call-Forward all option.
To provide users with the ability to update overflow destination, the end-user must:
- Approved for and granted access to the CCM User self-service web page (under End User configuration)
- Have the CTI port/route point configured as an associated device (under End User configuration)
The Call Forward option set under the Directory Number, associated with either the route point or CTI port, is "Call Forward No Coverage" (for either Internal/External). The screenshots below provide the configuration settings for the Hunt Pilot, End User, and process to be followed by the End Users when the overflow destination is changed.
Hunt Pilot Configuration
End User Device Association
Directory Number Configuration
Updating Line Settings from CCM User
Setting Overflow Destination in CCM User