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  • 1.  Call Routing to External Phone via Architect vs Direct Call

    Posted 03-11-2020 14:28
    Edited by Michael McQuaid 03-11-2020 14:32
    No replies, thread closed.
    Hello all,

    We have a user set up for an external phone, when calling the user directly from the Purecloud application, if she does not answer, it goes to her business VM.  But, if you dial her extension via and architect flow and she does not answer, it goes to the VM box of the number her external phone is set up on.  Is there a way to not have the architect flow release the call in this instance so that is will not go to the cell phone VM, but instead be pulled back into the business VM?

    Thanks in advance!
    #Telephony

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    Michael McQuaid
    AdaptHealth LLC
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  • 2.  RE: Call Routing to External Phone via Architect vs Direct Call

    Posted 05-09-2020 07:44
    Edited by Paulo Mesquita do not use 05-09-2020 09:28
    No replies, thread closed.
    Hi Michael,

    Did you find a solution for this?

    I couldn't reproduce this issue but I know you can select the external VM when enabling the Call Forwarding. (The default option is PureCloud VM)

    If you enable it via API you can also set the VM option to NONE.



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    Paulo Mesquita
    Spark NZ Trading
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