I need to come up with a solution for after hours support that will have 4 people sharing (rotating) the coverage on a weekly basis. I have tried putting them in a call-answer group and having the on call person activate EC500 on their phone. The calls just rang the cover-answer group and never follwed the EC500. Does anyone have a suggestion as to how I can put these 4 people in a group and have them control how to forward calls after hours? Any help would be greatly appreciated. Thanks!
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After Hours On-Call Solution
- Thread starter avguytim
- Start date
you should write a vector with time of day steps and have it transfer to the appropriate person's extension. If they have EC500 on their own extension then they will get the call. If there is no set schedule to use then you could setup a vector variable to use and give them a separate number to set the variable based on who is on call. The vector will follow a certain route based on that variable.
If all of that is too complicated you could just make a common phone that the people can use forwarding off net on but you lose some of the ec500 features.
Matt--Telecom Engineer, Network Operations Center
CCNA
ACA-Voice Management
ACE-IP Telephony
Converged+ Certified
Linux+ Certified
If all of that is too complicated you could just make a common phone that the people can use forwarding off net on but you lose some of the ec500 features.
Matt--Telecom Engineer, Network Operations Center
CCNA
ACA-Voice Management
ACE-IP Telephony
Converged+ Certified
Linux+ Certified
The way I did this is to write a vector that states that if an agent is staffed in skill 1 go to that techs off net phone number. If staff agent in skill 2 go to the 2nd on call tech. Etc and so on . Each night the on call will log into there skill. If no agent is logged in goes to the supervisor and he calls the on call to go to the office and log in. The after hours number is the VDN.
I hope this makes sense
ED
1a2 to ip I seen it all
I hope this makes sense
ED
1a2 to ip I seen it all
- Thread starter
- #4
Check this video out, It is a walk through of how to use vectors and variables to do exactly what you want to do.
Here is how I utilize on-call:
In the vector I check to verify if any staffed agents and if no one is staffed it directs to one central psuedo-station.
I then direct the personal who are on-call how to call forward that extension (either on their phone or remotely).
I have it deployed in quite a few areas and the clients like it.
In the vector I check to verify if any staffed agents and if no one is staffed it directs to one central psuedo-station.
I then direct the personal who are on-call how to call forward that extension (either on their phone or remotely).
I have it deployed in quite a few areas and the clients like it.
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