At the beginning of the Covid-troubles, management decided that our support hotline would get an ACD. Messages were recorded, an engineer from the company we get our Mitel licenses from put everything in place and configured the ACD - all without providing documentation, of course.
Now we found out that you can't actually forward an ACD to, say, a mobile phone number, so I've made a workaround where the external number no longer triggers the ACD but instead forwards to another extension, that is forwarded to a mobile phone. However, if people dial the internal number for support they've been calling for years, they still end up at the ACD. This now results in angry emails with people complaining they've been on hold for an hour, which is logical as there's no-one physically present to pick up the phone at the office.
In order to remedy this, I'd like to add another message to the ACD that simply states that the internal number is currently not in use, and that people should either call the external number or send an email. This leads me to the jungle that is "RAD". I don't want to permanently replace the message that currently plays, as hopefully we'll be able to return to the office somewhere in the future, but I can't seem to find a place where I can listen to the current messages that are in the system, or download them to secure them, nor can I find a way to upload a new message without risking overwriting another RAD message because there seems to be no summary view. The message is already formatted correctly, so I'd like to simply upload it and refer the ACD to the new recording without ruining the whole ACD.
So in summary:
How do I backup the RAD messages that are currently in the system?
How do I replace the correct recording (I found a page where I can upload RAD messages 1 to 200, but there's no way of checking what the current messages are nor what message is assigned to the ACD) or point the system to the alternate message?