Ring Group forward to ACD Path?

[jraab]

Hi All,

We recently terminated an employee that was setup to receive all calls for a specific ring group (ext 2201) when a customer hit Option #2.  I now need to ensure that when a customer hits option #2 that they are forwarded to one of our ACD paths (ext 2101).  I have tried to setup a forwarding profile and also tried to add extension 2101 to the group members and deleting the terminated employee's number but I get errors.  Any guidance on how can get this to work would be greatly appreciated!

Thanks,

Josh

[ralph]

I would think that you may just have to edit the mailbox for '2'.
I would bet there is a mailbox in your system that is actually mailbox 2.   Edit it's extension number to be the pilot of the ACD group.

Make a note: there are many ways to do this.   I just betting that in your case that is the way it was done.

Ralph

[jraab]

Thanks Ralph.  I have looked around in YourSite Explorer and can't find this, is it in the 3300 interface?  You'll have to excuse my lack of knowledge on this so thanks for using lay-terms!

[pmhaynes]

AS Ralph says there are a few ways this can be done.

In Ralph's suggestion you would need to goto the 3300 programming interface not the CCM

Do you have Intelligent Queue or IVR on your CCM?