Avaya Definity

[Keggles]

Avaya Aura (Definity)
SM 6.2
9608 SIP

I have a set of 5-6 users who would like the ability to one button forward all of the calls to these 5-6 extensions to another extension and also have the ability to one button turn off the forward. Essentially it sounds like they want the ability of the EC500 options of turning on/off, but with forwarding an entire group of extensions.

I looked around and didnt see much, I created a dummy Hunt Group and added a few extensions to make sure everything was right. I am trying to see if I can forward this option. I attempted to bridge appearance the HG, which cant be done because its being used as a group.

If there is a cleaner way to do it I am all for it, we already have departments that just FWD each individual extension via the feature option when they are absent from their desks.

 

[wpetilli]

Try Coverage Answer Group

 

[busster]

Night service for the hunt group? Put a hunt group night service button on a phone(s).

Clowns to the left of me, jokers to the right, here I am, stuck in the middle with you.

 

[kyle555]

Just guessing your requirements - would it be like 6 VPs have their deskphones, and the executive assistant wants to press a single button to forward each VPs station the executive assistant?

Vectoring is pretty powerful, and lets you use conditions - like "if agents staffed in queue 1 >0, then do X, else do Y"
And then if every VPs "number" were that of a VDN that goes to a vector for each of them, and if that vector read something like "if agents staffed in skill 1 =0, route to deksphone extension that isn't published and nobody knows about, else, route to exec assistant"

You would have to login the assistant as an agent once, maybe with a password too, and it would stay persistently logged in unless your PBX reboots, but you could have a single key to login/out of a skill. That action of being logged in or out of a skill would control the vector to route to the unpublished stations or exec assistant. Its how call centers do a lot of their emergency closure routing - they have a skill set called "emergency" and can login to it remotely, and every call script in the center starts with "if an agent is logged into the emergency skill, route this out to another number" - its good for fire drills and stuff.

Otherwise, I don't know if you can invoke a feature multiple times, for multiple people, with multiple forwarding destinations with a single key press. Like most features in a PBX, there's usually a way to do exactly what you want, and it can tend to be a little anal to setup. What I'm thinking might not be the best or ideal way, but starting with some vectors, I'm sure you can do what you're looking for.

 

[Keggles]

Well I called into the user to see what exactly was being asked of me. Turns out through the grapevine some details were left out while others were completely off.

They have 3 offices, each user is typically out and about which is the need for the forwarding, but the problem they have is if someone does it in Office A they lock their doors so then they have to get the key to unlock and either forward or unforward each time. While they have the remote feature buttons, these arent users who need to be in the phone that much. As of right now the only thing I can think of to do would be to run a line and wall mount the phone outside of their offices that way whenever they leave or come back the phone is right there for them to configure.

I tried the groups and started down that rabbit hole, but the problem is in the turning on or off of the FWD by the user, not so much the ability too FWD

 

[kyle555]

With the right permissions, you can set a forward button for ext 1234 on set 2345.

When you build a call-fwd key, the field next to it for an extension is not where the forwarding destination will be, but in fact makes it a call forward key for that extension.

So, you can put the assistant at station 5555 a call-fwd 6666 key, and by pressing it can invoke call forwarding for boss 6666. Classes of service, allowing call forward external stuff all still apply - and I can't remember if the assistant is forwarding with the permissions of their station or that of the station they're trying to forward, but that'll do it. Not 1 key, but it could work. You'd probably need to give the assistant console permissions in their COS

Also, if you dial the call forward feature code, you get dial tone, then you dial the extension you want to forward, then you get dial tone, then you dial the cfwd destination. In theory, an autodial key of feature access code, extn, cell# might do it, and a different key to disable.

Also, you have the option of having 2 different coverage paths, and a feature access code to alternate between the 2. I believe you have to dial that feature code, followed by a 1 or a 2 to say "pick cp1 or cp2". The second coverage path could be to a remote coverage point to the exec's cell, and you might be able to administer that on the assistant's set as well.

So, there's a way to do it

 

[Keggles]

I never mentioned, but thanks for all of the help here. I ended up giving them the opportunity to use remote call forwarding, tested numerous times, and wrote instructions with pictures for them to follow. Of course after a week it was too much for them as expected and they wanted everything back to its original hodge podge setup, but now one of the features I HAD working is not working properly.

When they try to forward the main line/extension to another main line/extension it rings 4 x then goes to its own VM instead of terminating at the forwarded extension. Im thinking this is Coverage After Forwarding, but I am not sure.