AA handling of calls transferred from another extension, is it poss? 2

[MarkHollings]

Hello

BCM-400

Is it possible for the AA to activate on a call transferred to an internal extension or hunt group?

This might need a little clarification. We operate a "Reception" where all general incoming calls are screened through reception and transferred onto individual extensions. For political reasons it is unacceptable to have the AA as the front end to the system as we care and support many adults with learning difficulties who would struggle to understand the AA.

The problem is that one of our staff is complaining that when she is on the phone, and a call is transferred to her extension from reception it goes on to voice mail. Quite correct you may well say.

However, instead of going to VM if she is busy, she would prefer that the caller was given the options of transferring to a departmental hunt group, where another staff member could deal with the call, or leaving a voicemail message.

This is not a problem if an external caller dials directly to her extension, the AA will let the extn ring 4 times and then answer the call and provide various options. But she is loathe to give out her direct number and so most calls will come through reception. Worse still she is the Ceo's wife!

Another way round it is too create an external call back to her extn, but thats another call completely and will cost £££'s.

Any ideas?

Mark

 

[phoneguy427]

How about setting her up as an agent using call center, giving the caller the options to go to AA or the operator, or wherever else you want the call to go.

 

[MarvO1]

Why not set up a hunt group to forward her set to on busy?
I think you answered you own question, and it is quite doable.

MarvO said it

 

[MarkHollings]

Thanks guys.

The call centre option isn't really viable, we don't have the CC module or finance to buy it as we are only a small chairy, buts its a good option.

Have set up the hunt group to forward the call on busy and then overflow to her VM if it isn't answered.

I suspect there will be moans about this too because when her extn is busy it will take 15 secs to move the call around the first HG and another 15 secs for the second HG to overflow to vm. I am really cluthching at straws here but is there any way of reducing the HG time from 15 secs?

Mark

 

[3Sixty]

Why do you not set up her phone to go to voicemail and set her personal attendant to be a hunt group or if that does not work
then try sending it of to a unused phone and call forward that phone to the hunt group.

You could also allow her voicemail external transfer and put in the hunt group dn.

That way when someone dials 9 they will go to the number that is programmed in ie the hunt group dn.
If they do not press 9 they can leave a message.