Advice on reaching after hours support?

[hawks]

BCM 450
Customer has 3 on call techs for night time when business is closed with cell phones.
Call comes into AA after hours and goes through menu and choice 3 is for after hour’s tech. No problem so far,
Ok here is where it gets tricky they would like the first call to go to tech 1 then the 2nd to 2 and the 3rd to 3 and keep repeating this for however many calls comes in for help.

 

[snowman50]

i dont think you can do it on the BCM menu as the call is sent out to the cell.

Why dont you try to get the first cell phone to forward on no answer to 2nd phone and 2nd phone to forward no answer to 3rd cell phone

The bcm cant pull the call back.

 

[norstarboy125]

You could have the callers sent to a mailbox first and then set up remote notification to send the message out to their cells.

Charm City Communications

http://www.charmcitycommunications.com

 

[hawks]

snowman, the big problem with that would be the ring count by the time it hit the 3rd guy it would be on the 8 or 9 ring cycles. Plus the first guy would always get notified anyway.

norstarboy125, I thought of that but still it would notify the first guy then if he did not respond it would try the second.

I even looked at Intelligent Overflow with ICC but even it would only let me put in 1 external number to hunt to.
I tried using Hunt Groups but the call would not follow the phones forwarding it only follows the Hunt Group set up.

What it looks like is can not be done but if anyone thinks of something let me know and I’ll give it a try.

 

[telcodog]

Don't know if you have the licenses for it but the FindMe/FollowMe would likely do the trick for you.

 

[hawks]

telcodog: i don't have FM/FM but wouldn't that still try the first number on every call then move to the second?

What I did do was set up a straight forward Skillset with 2 agents for testing. Well it went further than I thought it would. If you called it would forward the call out to the correct number but the system would not connect it. It would ring the phone but if you answered you just got dead air and the calling party continues to hear ring back.

 

[SupportDude]

Hawks,
Not sure how you did the forward.
My thought would be to have the on-call agents logged into a skillset at night, then Feature4 forward their desk set to their cellphone.
Make the skillset distribute "Least Busy" to achieve the 1,2,3 distribution the customer is requesting.
This should allow the calls to route appropriately.
Make sure the transfer callback timer is set high enough not to interfere with the process and that the agents cellphones FNA to voicemail lower than the transfer callback timer. You need to make sure the call is either answered by the agent or their cellphone VM to make sure the Call Center doesn't put the agent into "Not Ready".
You may need to make the first routing step an announcement, like "Please hold while your call is transferred to our on-call engineer". This will turn off the transfer callback timer on the transfer leg from VM to CC and restart it when the call goes from CC to the agent. It might allow the some additional time if needed.
You may have to play around with the timers to get it to connect correctly.

Hope this helps!

-SD-

http://www.mysupportguy.net

 

[curlycord]

A quick crazy thought...

Install 3 X 7100's in phone room (1 for each tech) or use there own desk phone if they have.
Forward each phone to the techs mobile (External Forward)
Create a Hunt Group, set it to Rotary and add above 3 sets as members.
Point Skillset option/s to Huntgroup

As a backup in case something breaks down such as the 7100.....create mailbox same DN as HG, overflow to vmnails DN, setup Off Prem Notify and add all 3 techs mobiles.
When they get notification you know something needs repair.

lol?


=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[SupportDude]

Hi Curly ...
Unfortunately, the Hunt Group doesn't follow any set configuration.
It has to be done with a skillset (or some other way) so the call follows the set forwarding.

-SD-

http://www.mysupportguy.net

 

[curlycord]

I should have remembered that.



=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca