Answering Multiple Calls on a Single Set (Hunt Groups & PRI) 1

[ehcruzan]

We have a Norstar MICS 7.1 with T7316 sets (not the E model) and 7 POTS lines setup as lines 1-3 for management, lines 4-6 for the techs, and 1 private line for the supervisor. We have a new PRI line about to be setup to deliver 2 new #s for the techs as well as DID appearances on all phones. One of the new tech #s will be to support a different organization but staffed with the same techs. We will be retaining the POTS lines because the PRI lines are not in the same area code.

The plan is to use SWCA since the techs hate the idea of parking calls. There are times a tech needs to put a call on hold to pick it up in the equipment area.

There is one problem though. The techs will need to be able to answer more than one call on any given number if no other tech is available to answer the second call (evening, weekend, or when a tech goes to the equipment area). The tech would also need to know what hunt group is ringing prior to taking calls to ensure the call is answered with the correct greeting.

It appears sequential or rotary hunt allows simultaneous calls however the techs are not always seated at their desks, they will not remember to press a DND button when they leave their desk, and management wants support calls to be answered within 2-5 rings.

Considering the situation explained, are there any solutions available.

Thank you in advance for your assistance.

 

[Multimedium]

I don't think Hunt Groups are the way to go.

Broadcast Hunt Groups work well with POTS lines because there is never more than one call on each line. You can create multiple Hunt Groups that all have the same members and then assign each line to a different Hunt Group. That way, members are alerted of all the calls on all the lines. They can answer as many calls as they want.

Hunt Groups don't work very well with a PRI trunk because there can be many calls on a single target line. There is not much you can do so members are alerted of all the calls on the target line.

It appears sequential or rotary hunt allows simultaneous calls

It means that if there is more than one call in the queue, one call will be presented to one member, the other call will be presented to another member and so on. It doesn't mean that a member will be presented two calls. In fact, a member will never be presented more than one call from a given Hunt Group.

Instead of using Hunt Groups, it would be simpler to assign the target lines to Ring Only on the sets where calls are going to be answered.

As for the identifying the line that is ringing, you can use the Distinctive Ring Pattern feature to assign a different ring pattern to some lines or target lines. If that is not enough, you can also give a name to each line and target line and program the sets to display the name of the line that is ringing instead of the name or the number of the caller.

 

[ehcruzan]

Thank you very much for your reply and suggestions! We will proceed as suggested with the target lines set to ring-only. Is it safe to say the number of intercom buttons should reflect the maximum number of calls we want any one person to be able to handle simultaneously, including internal calls?

 

[Multimedium]

Yes and no.

When you program lines (and target lines) to Ring Only, calls appear on Intercom buttons. So yes, you will need as many Intercom buttons as simultaneous calls to handle. And yes, it includes external calls and internal calls. Don't forget to consider external outgoing calls: on a PRI, these calls are made using an Intercom button.

When you assign target lines to a set, there is a setting called "Appearances". You can find it under Terminals & Sets > [DN] > Line Access > Line Assignment > [Target Line] > Appearances. By default, the value is set to 1, meaning that the set can only receive one call from that target line. If you want the set to handle simultaneous calls on the same target line, you will need to increase this value.

 

[allworxguy]

Multi, Doesn't call appearance only apply when setting the target lines to APPEAR or APPEAR AND RING not when using RING ONLY? Then there are multiple buttons for the line? Or am I wrong?

Marv ccna

http://www.telemarv.ca

Sales, Installation & Service for Norstar, BCM & Allworx Serving Ottawa and Eastern Ontario since 1990

 

[Multimedium]

I used to think the same thing, allworxguy.

It's probably because of the name, "Appearances", which suggests that the setting applies only when the target line is assigned to "Appear & Ring" and "Appear Only".

There is also what is written in the Installer Guide, which leads to the same conclusion when we read it quickly:

If Appr&Ring or Appr only is chosen, you can have as many simultaneous DID calls as there are target line key appearances. If Ring only is chosen, you can have as many simultaneous DID calls as you have intercom keys.

However, I noticed that the "Appearances" setting is available even when the target line is assigned to "Ring Only". Usually, when a setting doesn't apply, it doesn't even show. For example, if the "DRT to Prime" setting is set to No, the "DRT Delay" setting doesn't show. There are numerous examples of this behaviour everywhere in programming.

Since I don't have a PRI trunk to make some tests right now, I looked through earlier threads to find out whether the "Appearances" setting has any effect when a target line is assigned to "Ring Only". Actually, it does. Here is one of them: Thread799-1711725.

If we read what is written in the Installer Guide once more, it never mentions that the "Appearances" setting doesn't apply to "Ring Only". It only states that the maximum number of Appearances is limited to the number of Intercom keys.

 

[ehcruzan]

Thank you very much for the information Multimedium! We did have problems assigning the target lines. The show button indicator disappears when we enter one of the PRI lines (001-023). We suspect it's because the carrier hasn't activated the PRI facility though we see a good link on the D Channel (don't remember what I saw but the facility is error and alarm free after replacing a faulty DTI card). We went ahead and completed the dialing plan, I/C button increase, SWCA button assignments, etc so that we are prepared for the scheduled test and turn-up in January. Thank you once again for your assistance!

 

[Multimedium]

When calls come in on a PRI channel (001-023), they are mapped onto a target line (157-284 or 157-380, if you have the XC software) using the Received Number sent by the CO.

You need to assign the target lines to the sets, and not the PRI channels. Only target lines have the Appearances setting.

If it isn't already done, you will also need to program a Received Number for each target line you wish to use.

 

[ehcruzan]

Wow! I totally missed that in the manual. I sure hope others benefit from this info as well. This is the first, and will probably be the only, Norstar PBX that we have programmed. It's also the first time working with PRI/DID. Previously we had a Lucent Partner system with POTS lines only. I have thoroughly enjoyed the challenge of planning and programming this PBX and look forward to going live with the PRI in January. Thank you Multimedium!