I have been trying to configure IVR routing where a caller presses a number and they are transferred to an external number. I am configuring the IVR Routing section using YourSite explorer running on Mitel MiContact Center version 9.0.2. I previously used a Transfer activity to do this successfully with queue groups. However, the Transfer activity's destination property only allows one to set an extension, queue, queue group or variable and I didn't see an option for transferring to an external number.
So I created a system speed dial using the Mitel 3300 ICP web interface set to the external number. As the Transfer activity's destination property didn't have a system speed dial, I created an extension in YourSite explorer with the same number as the system speed dial. Then set the IVR to transfer to this speed dial number when an option was pressed. Testing it out, I found that after pressing the IVR option, the external number rings for 1 second after which the IVR greeting starts playing from the beginning. If I dial the speed dial on an extension directly, it rings without stopping after a second.
I also tried configuring call rerouting (always alternatives) on an extension so that when the extension is called, it forwards the caller to the external number. Then in IVR Routing, set the Transfer activity to this extension. Testing it out, after pressing the IVR option, the external number rings for 1 second after which the IVR greeting starts playing from the beginning. Dialing the extension directly, forwards the caller to the external number.
What could be the reason that the external number rings for 1 second when selecting an IVR option?