This article will explain the process for setting up Inbound Multiple Mode feature on the Grandstream UCM6xxx Series IP/PBX. This feature is commonly used where you need the ability to change the default call flow from the push of a button on a phone.
A vehicle servicing centre operates 24/7. During normal operating hours, inbound calls will flow through to a main office ring group consisting of 2 phones, unanswered calls at this time will go to voicemail. When the office staff leave for the day (normally 5pm, but not always) they want to manually switch the call flow to divert all calls to an IVR with the following prompts: press 1 to be connected to the on call repairman, or 2 to leave a message with the office.
It is assume you already have configured your trunks, inbound and outbound routes, extensions and can make and receive calls before continuing.
- Ensure you have a couple of extensions (1001,1002), in my case a group mailbox (extension 1000), and a call diversion extension (1003). Check out this article on how to setup a group mailbox if you require this.
- Create a ring group called 'rg-office' (Call Features > Ring Groups), add the office extensions, set the destination to your voicemail:
- Create an IVR called 'ivr-after-hours' (Call Features > IVR) and set the Key Pressing Events for option 1 and 2:
- Enable Global Inbound Mode (Extension/Trunk > Inbound Routes > Set Global Inbound Mode) and then setup your inbound route accordingly where the Default Mode will go to the 'rg-office' ring group and Mode 1 will go to 'ivr-after-hours' IVR.
- Now we need to enable Remote Call Forward Settings feature to and select all phones which are allowed to set the call forward/after hours number for the On Call Diversion Extension:
- Setup an MPK/VPK to monitor the Inbound Mode currently being used where Default Mode = Green and Mode 1 = Red. Set Mode type to 'Busy Lamp Field' and Value to the BLF Subscription Number found in Extension/Trunk > Inbound Routes > Set Global Inbound Mode:
Optional MPK/VPK Setup:
To setup an MPK/VPK for quick access to set the CFU number on the Call Diversion Extension use the following settings on an MPK/VPK button on the phone (be sure to click 'Save VPK' after editing):
Breakdown: '*67' = Call Forward Unconditional Number; ',' = Pause before dialing the rest of string; '1003#' = Call Diversion Extension Number followed by the hash key to set CFU for this extension.
If your MPK/VPK doesn't work it might be using the Phone Feature Codes instead of the UCM Feature Codes. To disable this on the phone go to Accounts > Account 1 > Feature Codes > Enable Local Call Features and set to 'No'.
Optional Adding additional Inbound Modes:
You can add more inbound modes under Extension/Trunk > Inbound Routes > Set Global Inbound Mode > Add Mode if you require more than the Default and Mode1 options on an inbound route.
Route-Level Inbound Mode Feature:
The Route-Level Inbound Mode feature allows you to set a particular mode for a particular route (as opposed to the default which will set all inbound routes to the same mode with the feature codes '*61' and '*62'.
Route-Level Inbound Mode Example:
Inbound Route 1 - Calls to 0800123456 (Default: IVR, Mode1: Ring Group, Mode 2: Voicemail). Route-Level Inbound Mode suffix is set to '01'.
Inbound Route 2 - Calls to 033121234 (Default: IVR, Mode1: Voicemail, Mode 2: External Number). Route-Level Inbound Mode suffix is set to '02'.
Without Route-Level Inbound Mode configured, '*62' will set inbound Route 1 and 2 to 'Mode 1' which may be undesirable for Route 2 now going to Voicemail.
With Route-Level Inbound Mode enabled, we can set Route 1 to Mode 1 and leave Route 2 on its current setting (Default Mode) by dialing '*6201' where '01' is the suffix for Route 1.
Monitoring Multiple Modes via BLF:
It is not currently possible to monitor multiple modes via BLF (i.e. Default, Mode1, Mode2, Mode3 etc). You can however monitor whether a route is in Default Mode or in Mode X. To do this, just set a BLF to monitor the suffix (i.e. 01 or 02).
If you like my article please feel free to rate it :-)