I’m working on our calling tree and having an issue getting one element to work as needed.

When a call is placed to the main call queue, that is after business hours, the call is routed to an after-hours auto-receptionist. The AR plays a recording which gives the caller options for leaving voicemails to various departments. The last option, however, is for the caller to be able to reach an on-call (external) phone number. The On-Call AR is setup for two employees that have mobile phones that work after business hours. I’ve set up the AR for business hours to be the working hours of the first employee (supervisor 1 - Sun 7am-3pm, Mon-Wed 2pm-10pm, Sat 8am-3pm). The expectation now is that if someone selects the on-call supervisor, it will be routed to supervisor 1 during his business hours and if it’s not his hours it will be routed to supervisor 2.  

The call is handed off to the on-call AR but it the call dies there with a generic message “The person you’re trying to reach is not available” and ends. I don’t want any messages played. I just want the call forwarded to the employee on call at that time.

Can you tell me if I’m going about this the wrong way or what I am doing wrong?

I have an old extension, no longer active in our system, from an old employee that left the company.  Turns out people are still reaching out to this employee by selecting this extension, based on some old emails (Signature on old emails has this extension listed). 

In my testing, when I call the extension, I get a message "The person you're trying to reach us unavailable.  goodbye." and then it hangs up.  I could never find any reference to the 103 extensions  in the Zoom system since we removed the old employees account.  

This has become an issue because the extension is basically a hole people can end up in when they call that extension.

So, as a workaround, I created a new basic user account and assigned this 103 extension to this new account.  My thinking is I could use this basic account as basically a ghost account to forward this extension to an active extension.  

I'm still struggling to complete this forwarding process and I'm still receiving the "The person you're trying to reach..." message when I call the 103 extension.  Based on how I have it configured, I would think it may ring for up to 15 seconds but then forward to the selected extension.

Any help would be greatly appreciated.
Thanks!

Hello,

 I had set up a Zoom phone with salesforce but I am facing some issue while I am trying to connect with zoom in the salesforce it is saying users is not zoom phone users or have no calling plan. please contact your account admin but as per my knowledge, I have a zoom phone plan. any suggestion is highly appreciated.