AA transfer to Operator '0'

[drace1111]

Bear with me here, I'm new to phone systems.

I have been informed on this forum that covering a QCC is not possible. Therefore, for this situation I am assuming that our main console is a DLC.

The main console (4535) has primary coverage at another extension (5160). When 4535 rings, 5160 rings at the same time. If neither of these are answered, the call moves to the secondary coverage group (not officially a 'Group', just some extensions setup as secondary cover)

Our main number is setup with the AA as backup to the operator. When people dial in and get the AA, they have the option of pressing '0' to return to the operator, however, they are immediately sent to the secondary coverage group.

1. How can I determine if the main console is a QCC or a DLC?
2. Is it normal for calls answered by the AA to be sent to the secondary coverage when they press '0'?

In reality, I want the primary cover phone (5160) to ring if someone presses '0' to return to the operator. Can this be done?

Darin Race
It Systems Administrator
Cook Technologies Inc

 

[merlinman]

Q - - 1. How can I determine if the main console is a QCC or a DLC? - - -

AT THE MAIN CONSOLE, PRESS MENU -

If it is a QCC, on the RIGHT SIDE of the BIG WINDOW, at the BOTTOM of the Screen, you will NOT SEE "Ext Program".

IF IT IS A DLC you will see "Ext Program".

So, verify that, and you will know.

Q - - 2. Is it normal for calls answered by the AA to be sent to the secondary coverage when they press '0'?

Not sure???

Q - - In reality, I want the primary cover phone (5160) to ring if someone presses '0' to return to the operator. Can this be done?

EASY set the OPERATOR EXTENSION in VOICE MAIL, for the particular Auto Attendent to be the OPERATOR EXTENSION You want it to be.

To tell you how, we would need to know what kind of Voice Mail you have......

 

[drace1111]

Voice mail system is Audix.

Found out our main console is setup as a DLC.