ACD caller ID issue and possible HUNT prob?

[jae113]

This is related to two other threads I had posted: thread798-1548447 & thread798-1546958.

Here is my issue now. I have a Help Desk, 4444, it hunts all over the place. For the first tier, it rings on about 5 phones. If no one answers, it hunts to 4448, which rings on those 5 phones, plus another 4 phones. Then if no one answers, it goes to voice mail.

A new school was just added to our district, so they are going to be part of our Help Desk. With the amazing help I received here, I was able to make an ACD so that when PolyTech calls us at 284-7300, it forwards to our Help Desk. So far so good.

The problem is that when the phones hunt to the second group, 4448, the caller ID changes from PolyTech to "CFW 782-5727 4444".

I don't know anything about ACD's and so I don't know if there is a way to change it. Right now the ACD does forward, NCFW 4444, but is there possibly another way to do this? One of the second tier phones is the boss, and he wants to be able to see "at a glance" when PolyTech calls

Thanks!

 

[GHTROUT]

Here's a workaround: It might be worth putting 4444 on the second tier phones, but setting "Delayed Ring". Calls that ring at main group would be audible on the first ring, but not start to ring at the second group until a time has passed.

This way, the call would not be hunting anywhere and the display would not ever change.

Delayed Ring means any DN that is non-ringing (Like SCN) will begin to ring after a predetermined number of seconds.

In the feature books, it is listed as "Directory Number Delayed Ringing"


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[jae113]

I don't know about that. Will it effect ALL SCN extensions or just whichever I specify? I know that some people on the second tier have other SCN lines. Also, it may be possible that some people in the second tier don't have free keys on their phone.

Maybe I should change the 7300 from an ACD to a phantom phone.... I'll look up how to set it up without an actual set. This way, I think I could even build it into the hunt group using FDN, right? I don't know a lot about the ACD's and I'll admit I'm intimidated.

It's going to be an issue because we may have even more schools being added to our Help Desk this summer. If they all have CFW on the caller ID it wouldn't be very helpful.

 

[GHTROUT]

It will affect all SCNs on the TNs that you turn "Delayed Ringing" on.

If you went ACD for all these people, you could just set the tier 1 people as a higher priority than the tier 2 people. no need for Symposium or any extra baggage. Just pure ACD, standard with the system.

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[jae113]

oooo, I'm too afraid of messing with our Help Desk! lol! It sounds like the better set up, especially since I think there are phones wrapped up on the floor of the PBX that relate to the HD, but I would have to shut it down to make it an ACD and I don't know a lot about ACD. How would that work for transferring calls? Right now, anyone on 4444 can pick up a HD call, but if someone else can better answer the question, they can transfer the call to the other tech. What does priority mean exactly? Will it function the same as it does now?