Avaya Support Forums  

Go Back   Avaya Support Forums > Small and Medium Business Communications

Thread Tools Search this Thread Display Modes
Old 07-07-2015, 03:10 AM
chand123 chand123 is offline
Join Date: Jul 2015
Posts: 3
chand123 has 10 reputation points
Default Divert all calls to external number - IP Office


I am a complete novice and would really appreciate someone's help with this:

I have an Avaya IP Office telephone system system installed, which contains 3x1406 handsets & 1x1408 handset.

When the main office number (e.g. 500000) is dialed all 4 phones ring. Each phone is also setup with a direct number (e.g. 500001,500002,500003,500004) so when this is dialled only that particular phone rings.

I am trying to setup the system so that when nobody is in the office, if the main number is dialed, that call will be diverted to an external number (e.g. my house phone). I have succesfully implemented the forward unconditional option but this only diverts when my direct line is dialed, not the main office number.

Is it possible to setup a divert on the main office number?

Last edited by chand123; 07-07-2015 at 03:13 AM. Reason: changed title
Reply With Quote
Old 07-07-2015, 04:04 AM
markgallagher markgallagher is offline
Join Date: May 2010
Posts: 571
markgallagher has 25 to 49 reputation pointsmarkgallagher has 25 to 49 reputation pointsmarkgallagher has 25 to 49 reputation pointsmarkgallagher has 25 to 49 reputation points

It certainly can be done but there are so many options I couldn't give a single answer without knowing a bit more about what you want to achieve.

? Do you want to control when it ultimately falls back to you home phone? (very annoying if it does it during the day just because everyone (including you) is already on a call).

?Do you want call to still try the group first before trying your home phone?

Some of the possible options also depend on whether you have Voicemail Pro available? and what release of IP Office core software your system is running (Release 9.1 added some significant changes to the hunt group fallback area).
Reply With Quote
Old 07-07-2015, 04:39 AM
chand123 chand123 is offline
Join Date: Jul 2015
Posts: 3
chand123 has 10 reputation points

Thanks for the response.

The version of ip office running is build 972. I'm trying to launch Voicemail Pro but an error message pops up saying its not installed...

We're not a very busy office (probably only receive about 30 calls a day) but there does need to be a human answering every call as a quick response is often required.

So this is basically what i want to achieve:

If i'm working from home, and everybody in the office needs to go to meetings/site visits etc, i need them to be able program the phone system so that any call to the main office number is diverted to my home phone. Then, when they come back to the office, they switch this facility off so the main office number goes back to normal.
Reply With Quote
Old 07-07-2015, 09:33 AM
nash's Avatar
nash nash is offline
Join Date: May 2010
Location: Manchester, UK
Posts: 82
nash has 15 reputation pointsnash has 15 reputation points
Solution Confirmed

What I would do is create a new HG (say called Overflow), and then add a user (Doesn't need to be a new user, could be yours but I would suggest for clarity it might be easier) to that new group. This new user could have a forward unconditional set to your home phone. You need to ensure that you have "Forward HG calls" enabled.

Then in your main huntgroup, add the Overflow group to the Overflow list.

Basically, that way when a call is presented to the HG, if no one answers it will overflow to the new HG, and that user will send the call off switch to your home phone.

Hope this is helpful to you?

This part of the documentation details the overflow process:

Andrew Nash | Global SMB Services Leader | Global Support Services | Avaya |
Reply With Quote
Old 07-07-2015, 11:58 AM
havel3 havel3 is offline
Join Date: Nov 2012
Posts: 148
havel3 has 15 reputation pointshavel3 has 15 reputation points

As four extensions ring simultanous then the ICR send the call on the DDI to a group.
Find that group and disable Voicemail and disable any fallback destination.
In ICR set the external number as fallback destination.
Now, if you set the group in nightservice ( manual or by time profile) the calls will route to the fallback destination of the ICR.
Quite simple, as a alternative you can use a single extension as destination and set it on unconditional forward but this always needs human intervention (put the phone on forward) which is as we all now is not fail proof.
Reply With Quote
Old 07-08-2015, 05:58 AM
chand123 chand123 is offline
Join Date: Jul 2015
Posts: 3
chand123 has 10 reputation points

Thanks so much nash!

Finally got it working! It rings the main office for 20 secs then diverts to an unused extension, which has a forward unconditional set up to divert to my home phone. This then rings at my home phone for 20 secs and, if there's no answer, goes back to the office for 5 secs before hitting the main office voicemail.
Reply With Quote

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

All times are GMT -7. The time now is 02:05 AM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.