Configure call intercept for a user
The call intercept feature allows an administrator to gracefully take a user’s phone out of service, while providing callers with informative announcements and alternative routing options. Depending on service configuration, none, some, or all incoming calls to the specified user are intercepted. Also depending on service configuration, outgoing calls are intercepted or rerouted to another location.
- Log in to User Hub.
- Under Admin, in the left menu, select Users.
- Select the user you’d like to modify.
- Select Calling.
- Scroll down to Call handling and select Call intercept.
- Select the toggle to enable.
- Choose one of the following options for the user’s incoming calls:
- Allow all incoming calls - When this is selected, the user can continue to receive calls, but can’t make outgoing calls. When making an outgoing call, the user hears a message that their service is temporarily blocked.
- Intercept all incoming calls - When this is enabled, all calls to the user are intercepted and routed, as defined.
- Send calls to voicemail - Calls are sent directly to the user’s voicemail. If this option is selected, choose the announcement type (default or custom) under Announcements.
- Under Phone Number Announcements, you can choose to enable the following options. If enabled, enter the phone number to redirect callers to.
- Play new number announcements - This option plays the configured announcement (either default or custom) and then announces the new number entered here.
- Transfer on ‘0’ to phone number - With this option, the caller is transferred to the number entered when 0 is pressed.
If both of these options are checked, it’s possible to enter two different numbers for each option, but it results in a misleading announcement message. For example, if the Play new number announcements is set to 1111 and the Transfer on '0' to this phone number to 2222, callers hear the message "The number you’re trying to reach is out of service. The new number is 1111. Press 0 now if you wish to be transferred to the new location." In this case, pressing '0' sends callers to 2222 rather than 1111.
- Next, choose the options for the user’s outgoing calls:
- Allow only national outgoing calls - The user can make only national calls and calls to other users within their organization.
- Intercept all outgoing calls - All outbound calls are blocked. A system default message is played indicating calls can’t be made.
- Transfer intercepted calls to a phone number - If this option is selected, enter a valid phone number. Any outgoing call that the intercepted user makes is transferred to a designated number.
- Select Save to save your settings.
