After reading Doug L’s post and discussing with him, I tested this again and found Doug’s explanation to be right on. I’m removing the link to the workaround as I feel it’s a better idea to correct the configuration issue. Have a look at Doug’s post here:
Thanks Doug and everyone who downloaded the original work around guide!
If you’ve used Response Groups in OCS 2007 R2 like I’ve had, you’ve probably found out the hard way that you can’t forward a call to an outside line. What in the world would you want to do that for you ask? Simple, say you have a 24/7 help desk that utilizes an answering service to cover calls outside of 8×5. Let’s complicate the issue further by saying that you want customers/users to have to choose to be forwarded by pressing a digit for “emergency issues”.
It’s not the most intuitive thing in the world to accomplish, but I’ve got a real life working scenario of this in place right now servicing one of my company’s customers. Let’s have a look at how we can accomplish this.