When you have a need for a caller into an Auto Attendant to reach an external number, use this method. It appears that the obvious means to accomplish this would be to use the External Number selection in the Auto Attendant, however, the system does not provide the means to account for the call to the external number. The method recommended below accomplishes the same thing and allows for accounting of the call.
Step 1: Create a Routing User in the Domain
Add a "Routing User" (A Routing User is a dummy user on the system that is created in order to utilize its answering rules capability to accomplish a certain function). As shown, name the user using the First and Last Name Fields. You can name it whatever is memorable for your application. We have named it Routing User in this example. You are required to give it an extension, an email address (although it is not serving a true purpose) and a password. These are system required fields. The other fields have no bearing and can be ignored. You do however, want to uncheck the "Enable Voicemail" and "Add Phone Extension." This routing user, when "Add Phone Extension" is unchecked is a non-chargeable user.
Step 2: Edit the Routing User's Answering Rules
Click to Edit User and then click on Answering Rules.
Then click on Edit to the right to edit the Default Active Answering Rule.
Next, select Always and enter the External Number that you want the Auto Attendant callers to reach when they click the
Auto Attendant Dial Pad Menu Number that you will specify.
In this example we are using the Default Answering Rule (always) on the User (Routing User). However, you could use different Time frames tied to different Answering Rules to route to different External Numbers during those Time Frames, if needed. One Answering Rule could be tied to a Business Hours Time Frame that routed to XXX-XXX-XXXX and then you could use the Default (always) Answering Rule or even a different one to route to a different External Number, YYY-YYY-YYYY.
Next, select Call Forwarding - Always and enter the External Number that you want the Auto Attendant callers to reach when they
click the Auto Attendant Dial Pad Menu Number that you will specify.
Step 3: Specify the Dial Pad Menu Selection in the Auto Attendant
In the Auto Attendant select the Dial Pad Menu Number that you have announced in the Auto Attendant Message that the callers
will select when you need them to reach that External Number that you have added in the Routing User. Then select User to add
that application treatment to that Dial Pad Menu Number.
Lastly, enter the extension of the Routing User. This will allow your callers to reach an External Number (972-555-8844) when they select that
Dial Pad Menu Number (5) in the Auto Attendant.