3300: Byp[ass Auto-Attendant and forward to Operator then Hunt Group? 1

[pichels]

Hi,

I was just informed that our CEO could not reach a "real" person when calling into our office a number of times last week.

He does "not" want to use the company telephone directory and will only press "0" to get to the operator at best.

He wants a human to answer the phone from now on.
Meaning, no more auto-attendant I believe?
Is it possible to keep the autoattendant or just by pass it?

Can I setup the incoming calls to our "main" number to go to the Operator 1st?

Then, if the Operator does "not" answer in 3-4 rings, go to a hunt group where our HR dept will answer the call.

And if for some reason - no one in the Hunt group answers - forward back to the Operator or at any time allow the caller to "0" out while the phone is ringing to get back the Operator.

Finally - our CEO requests a night service answer our "after hours" calls. I'd need to forward calls to the night service number after 5PM and before 8am.
Perhaps I'd use system speed call with ? form for scheduling times?

Is this possible w/ the Mitel 3300?
I know some of our other offices have an Operator answer everytime we call them.
And there is also a night answeing service that picks up calls and messages are taken.

Thanks for any info.


SP

 

[kwbMitel]

Assuming the Switchboard is a Superconsole or 5550 I would ignore all the extra's and just ring the console until answered. The console is designed to Queue calls and for quick handling of calls. It can also be programmed with a comfort greeting to answer callers and inform them that the operator is busy.

For night service, the console LDN would be routed to a speedcall to ring the answering service. You can use the programmed night service to activate night service but I suggest you leave the Day service mode activated manually by the switchboard..

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[pichels]

Hi kwbMitel,

Thanks for answering so quickly and I apologize for my late response.

Yes, we have two consoles. A superconsole 1000 and a 5550 IP console.

We just can't ring the console until answered - we were told not to do that. <smile>
We have to send/forward to a Hunt Group after a few rings to the Operator. No comfort greeting is acceptable.

I don't know how to send incoming calls to our main number to the Operator and bypass the auto-attendant?

Ok, I think I understand in concept what to do with the Night service and using a speed call but don't know how to do it.
Also - any suggestions about where to research or find a night service in our area?

Thanks for your help!

-SP

 

[pichels]

Hi,

Anyone know how to program a speed dial to forward incoming calls from our main number to the Operator?
Any hints to what forms or where I start?

AS kwbMitel mentioned above - now our HR Dpt has changed their minds and wants a hold queu for the Operator!

So - we'd like to use an Operator hold queue with a message or music to let the users know that if the Operator is on another call that they will wait shortly until she answers them in the order of the call in the queue.

Thanks for any help.

-SP

 

[kwbMitel]

You need to start with the terminating number. It is currently directed to the Voicemail I believe. If this is not something you can figure out you may want to consider getting some local help.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[pichels]

Hi KwbMitel,

Sorry for the late response.
Thanks - I'll have our vendor help out.
I just can't figure out on my own time and can't risk screwing it up!

Thanks.

SP

 

[pichels]

Hi Again,

We had the Mitel vendor onsite and he needs to install a RAD device.

This is what they came up with for a quote:

Install Viking DVA 1003B Digital Voice Announcer

Record messages on all 3 ports--2 ports for standard "Thank you for calling", 1 port for weather related announcement.


Cost:
-----

DVA 1003B Digital Voice Announcer $995.00


I found the "same" RAD device for around $755.

Anyone have any other suggestions for a RAD or links?
Just want to keep the price down...

Thanks,

-P

 

[kwbMitel]

Do you have embedded mail?

If so how many ports?

How many mailboxes?

Embedded mail ports can be programmed as RAD's but must be dedicated. A typical 3300 has 20 ports but doesn't need anywhere near that many. I have a site with 15 ports running 500 mailboxes without issues. The other 5 ports are used for RADs.





*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[pichels]

Hi kwbMitel,

Yes, we have embedded email.

I think we have 20 ports.

I think we have 250 mailboxes.

Want me to verify? If so - how? <smile>

I was told we needed a RAD, right?

Thanks,

-P

 

[kwbMitel]

I'll take you word for it on the numbers

In your position, I would take some VM ports and use them as RAD ports. This allows you to test the concept without spending any dollars.

Here is a summary of the steps: (again get help if you're over your head)

Hunt Groups - remove 3 members from the voicemail group. (from the middle, leave 1st and last ports)

Class of service - Copy the voicemail COS and then modify. remove the COV VM port option and ADD RAD and advanced RAD. There is a timer for Message Length that may need to modified as well.

Station service assignment - assign the COS to the ports that were removed.

Greetings assignment form - for the RAD ports assign a RAD greeting set (10-39)

Rad Greeting Assignment form - Assign the RAD greeting that will play (up to 6 in sequence) for simplicity sake I recommend you use 1 greeting and match it to the greeting set e.g. 10

Record Rad Greeting - Via VM Admin mailbox or upload .wav file via the system audio update form.

Hunt group - create RAD hunt group and add members (VM ports)

Call rerouting first alt form - create 1st alt destination to goto the new RAD hunt group

At this point test by calling the rad hunt group and make sure it answers with the greeting you want.

Call rerouting assignment - set the 1st alt value for the console LDN to the RAD hunt group.

I may have missed a step or 2 as I wrote the above off the top of my head.

good luck



*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[pichels]

Hi kwbMitel,

Ok - I could try and implement myself.
Thank-you very much for the detailed config.

Assume I'd have to test after hours as to not screw up incoming calls to the Operator+Auto-attendant during the day?
And yes, I'll ask for help otherwise.

Again - kudos to your expertise!

-P

 

[kwbMitel]

This can be done live.

If done in the order I suggest and tested before activation you will be fine.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[pichels]

Hi kwbMitel,

In order as suggested.
Thanks!

-P