Advice needed on answerding BCM 400

[g00p]

We have a BCM400 ver 4.
Here's the issue: The person in charge of answering the phones splits time between the front desk and a desk in the back. When she goes to the back she'll do a Forward All Calls to her DN. When she leaves for the day, she'll Forward All Calls to another employee's DN to be answered. This works fine when only 1 call comes in. But if another call comes in while the first is in progress, it will only ring the receptionists desk and not forward anywhere.

How can I get ALL calls forwarded to a specific DN?

Thanks
Greg

 

[Deweyhumbolt]

Is she pressing Ftr4, DN number?

"Adversity is Opportunity

 

[g00p]

Yep...

 

[danthephoneman]

How many intercom keys are on each phone? Also do the lines appear on the sets she is fowarding to?

 

[hawks]

What about putting the lines to a Hunt Group with the 2 phones as members of that Group. Then it would ring both phones. Then when she leaves she could set up a Nigth Service and have the person that covers the lines as a Ringing set for the Service.

 

[nooop]

hot Desk with IP sets

 

[g00p]

>>How many intercom keys are on each phone? Also do the lines appear on the sets she is fowarding to?

2 intercom keys. Are you suggesting that I allocate keys to incoming lines on the phone not at reception?
-thx

 

[g00p]

>>What about putting the lines to a Hunt Group with the 2 phones as members of that Group. Then it would ring both phones. Then when she leaves she could set up a Night Service and have the person that covers the lines as a Ringing set for the Service.

I thought about that but while it would work most of the time, we need the flexibility to have a few different DN's answer main lines at any time.

-thx

 

[Deweyhumbolt]

What does the 2nd call do? The Operator telephone has Forward to XXX, and the back up has a call, and you test with cell, what's happening at Operator DN?

"Adversity is Opportunity

 

[danthephoneman]

You could try adding another intercom key. Also are the lines analog or are they incomming on a PRI or T-1? If the main number is comming in on a target line you could check the number of appearences on the operators set.

 

[g00p]

What does the 2nd call do? The Operator telephone has Forward to XXX, and the back up has a call, and you test with cell, what's happening at Operator DN?

It rings at the operator desk and then rolls to voice mail

-GP

 

[g00p]

You could try adding another intercom key. Also are the lines analog or are they incoming on a PRI or T-1? If the main number is coming in on a target line you could check the number of appearances on the operators set.

I will try adding an intercom to the other set. The line is a T-1.

FYI, the current setup has our operator DN as the assigned DN for each of the 3 DID lines, set to RO on Appearance. The same DN also has a Target Line with A&R for Appearance.

-Thx
Greg

 

[danthephoneman]

So the Operator has 4 target lines assigned to it 3 set to RO and 1 set to A&R. Do the 3 target lines have more than 1 appearence each? if not you could try changing the number of appearences.

 

[snowman50]

The other DNs will need DND switched off to allow multiple calls whilst on another call