AVAYA....Give us a ring group with more than 8 members...Pleeeeease!! 3

[AuraPS]

Hi,

Just venting my frustration here....I still cant believe that a system like definity/multivantage doesn't allow a collective ringing group with more than 8 memebers.
It's so annoying and embarrssing to tell a customer... 'it cant do that' !!

I know there's the bridged appearance option but this is no good as it busy's up each line for each call and would need loads of buttons for larger groups...Also people can intrude in calls by pressing the line appearance button. - not an option really!!

Come on Avaya, surely it's not that difficult to add the option the the current hunt group set up with the options
ddc....circ...ead-loa...etc..etc...and...oh yes 'col' for collective.

Please give it to us!!

 

[aarodriguez]

Im Sure the best way to do it its with a Hunt Group...
i know you want to any person in the list can ring so, any can take the call, and make sure but whit a Hunt Group, or better, a ACD (the basic option comes free) the calls can be redirected and balance the work for the staff...
and whit the BCMS reports you can know how many calls arrive, and who's taking the calls... how long the calls last... and measure the service levels.


give a try

 

[AuraPS]

please ....please no more suggestions of current hunt groups, why is it when a feature is looked for , someone will try 'sell' you another solution.
I'm aware of all the hunt group / ACD types but none of these include the collective ringing group

imagine i am an angry customer who has just upgraded their phone system at great expense...the old system used to allow 15 staff members' phones to ring together in a large open plan office where there are many other groups ringing...the staff are not very good at going in and out of group (DDC...cirdc) so when they leave their desk and a group call comes in, no one else in the group notices the call is for them as there are so many other extensions in the office....they customer is getting annoyed at the longer ring time than before. and anunswered calls...(they didnt purchase the ACD option - so agents are out the window)

there are so many smaller cheaper systems that can provide collective ringing groups, there is no need to stick up for Avaya's lack of funtionality here.

i just hope someone in development at Avaya see's this and pushes for the funtionality.

I have heard that there is possibly an 'enhanced pickup alerting' feature .....can anyone shed light on this....does this add a ring tone to a pickup button???

thanks

 

[mikeydidit]

http://www.inaau.org/

If you are a member of InAAU, you can submit your product suggestions at

http://www.inaau.org.

There is a tab at the top of the page called "Future Needs." Complete the information on that form and your suggestion will be submitted to Avaya. You'll be updated as to the status of your suggestion.

This was posted on another Avaya forum but it come into play here as well. This is where you can ask for features that need to be developed.

"A people that values its privileges above its principles soon loses both."
- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953

For the best response to a question, read faq690-6594

 

[phoneguy55]

I've used a "night bell" for a ringer and a pickup button to allow for many people to answer a line.

 

[avayastrongman79]

Several tens of thousands of other business customers worldwide seem to deal with Avaya's technology, so its suggested that you do the same.

 

[mgraval]

I agree with CCLTD. While I usually applaud Avaya's feature set, you know as well as I do that most end users are "HOTLINE HAPPY" and having the option to have more than 8 stations in a Coverage Answer Group, does not seem like to much to ask. I have run into many situations where this would be very helpful.

 

[AuraPS]

POST: avayastrongman79 (TechnicalUser) 2 Sep 08 13:54
Several tens of thousands of other business customersworldwide seem to deal with Avaya's technology, so its suggested that you do the same.

Response to avayastrongman79:
I dont think that's the kind of attitude that helps with product development.
I'm not doing this in my interest, I'm simply putting forward an issue that alot of customer and programmers keep bringing up.
If enough niose is made to Avaya perhaps they will develop the feature.

Mikeydidit .....thanks for the website (

http://www.inaau.org).

I will have have look.

 

[AuraPS]

q

 

[avayastrongman79]

I'm not the one with the issue in regard to coverage answer group limitations. I simply took exception to the fact that people were offering solutions to you and your posts seemed to shun their suggestions. Best of luck with the product development route.

 

[inerguard]

I'm sorry, but I think there's a major point being missed here. You don't pay lots of money for an advanced system and then look to use a basic function like a coverage answer group ringing lots of phones.

The point of a system like this is to bring in efficiencies and have the system send the call to the right staff member every time.

If they don't like logging in and out and making themselves available / not available at the correct time, then you have staffing issues, and you either train those staff accordingly and make it part of their annual personal objectives that bonus' and wage rises depend on; or you manage those ludite staff right out of the door.

The Avaya system can save a company thousands if used properly.

It's not market leader for nothing!!!

Derek

[Started on Version 3 software 15 years a go]

 

[mgraval]

I don't think anyone is disputing your points. The problem is you have these managers who want a HOTLINE for everything, but do not want their people tied to a desk answering phones all day, so we as the phone professionals are expected to pull off small miracles by finding a solution to allow both the calls to be answered, but at the same time free the workers from their desks. Nobody is arguing that this is not a stupid scenario, but I run into it everyday. While ACD and all of Avaya's other call flow features are envied by all others in the industry, sometimes we are dealing with customers that just want the dumbed down version, of a must answer HOTLINE, and do not want to hear any other suggestions, or recommendations. It would be nice if this is something we could provide without much trouble go give the simpletons the tools they need to fail.

 

[mikeydidit]

You guys all know that the most challenging part of our job is not to make the switch do what it is or can do. But to make it do what it can't or is not designed to do.

Pickup a incoming line and say "Hello" with a live body has to be the one that all phone people are most challenged by.

No one wants to take calls so we are supposed to make them get answered. Just like ccltd has the task of making over 8 lines rings at one time to get one person to answer the phone. How ridiculous is that? What happened to sending that call to someone that would work and answer the phone? Ok, if she goes to the potty or lunch have a coverage path set up for her to another person that would "work" and answer the phone while she is gone.

Now you would have to setup a external ringer around 108 DB in their cube to get them to do what they should do. Answer the phone. Although we all have at least some level of this going on, i feel for you call center guys. Working with lazy agents that try harder to find away around the systems, than answering the phones.

But it should make you guys feel better knowing we all have our share of being made to set up something stupid by someone that doesn't have a clue.

"A people that values its privileges above its principles soon loses both."
- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953

For the best response to a question, read faq690-6594

 

[AuraPS]

Thanks for all your replies, There's no disputing Avaya's portfolio and position as market leader.

It also has a very loyal following among it's engineers, as we can see by all the defensive comments made here.

This post was to simply raise the issue.....:

"CUSTOMERS WANT A RINGING GROUP THAT CAN HAVE MORE THAN 8 MEMBERS" (and given the option, engineers would welcome it too)

With the amount of development and clever technology that this system has, I (along with many others) find it hard to believe that this 'OPTION' is not available...Thats all.

In the meantime I suppose we have to keep re-educating our customers with our special Jedi powers ....this is not the kind of group that you want....you want a cover path instead....

By the way, i mentioned earlier "Enhanced Call Pickup Alerting" - I read this on a post in Avayausers:

.....(Enhanced Call Pickup Alerting) that allows an audible alert for Calls ringing in my Pickup Group.....


Has anyone had exposure to this?


thanks

 

[SF0751]

In the meantime I suppose we have to keep re-educating our customers with our special Jedi powers ....this is not the kind of group that you want....you want a cover path instead....

I see that as one of the best parts of my job as a "call center guy" - finding BETTER ways to solve a problem. Too many times, I'm asked for a function on the phone system, and the reason why they want the phone to behave in that manner is because "that's the way it was before" or "that's the way they did it at my old job". There is (almost) a better way to do things. Larger ringing groups just mean that more individuals will avoid answering the phone because "someone else will answer it".

BTW, we don't use Enhanced Call Pickup, our coverage paths either go to an individual VM or to the departmental call queue.

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[lopes1211]

I run into healthcare situations all of the time where there are 5 or so Nurses/Doctors spread over a large area (especially urgent care). There may be a front desk, 1 or 2 nurses stations, consult rooms and several exam rooms. I just wanted to add that there REALLY are situations for a large business customer with a requirement for an "enterprise class" CM system to need 20 phones ringing at once so that 1 of the 5 staff spread over the 8000 sq foot dept can answer the call. This should have been addressed back around R6.

I also can't agree with "I simply took exception to the fact that people were offering solutions to you and your posts seemed to shun their suggestions.". Total nonsense response that the poster recieved 2 ideas and they are at fault because they didn't fit the need.

I need to send a star out to phoneguy though because that option presented can probably be tweaked to solve a couple issues!



-CL

 

[AuraPS]

thanks lopes1211, it's nice to see someone on the same wavelength.

I didnt put this post up for any 'solutions'
'i do it this way' comments, or 'why dont you try this'

I restate - AVAYA...give us a ring group with more thsn 8 members...Pleeease!!!!

i'm sure they can do it if they really want to....question is, why haven't they????

 

[mikeydidit]

I guess the same reason they haven't given us a "status hunt group" command.

"A people that values its privileges above its principles soon loses both."
- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953

For the best response to a question, read faq690-6594

 

[thejkro]

I have often wondered the same thing about call answer groups and term-ext groups. Why only 8/4 members? I've always thought maybe something to do with hardware restraints. Ringing 20 stations instead of 8 is a bigger load and in call center situation it might be an issue. Although, it really doesn't make much sense anymore with the S series media servers. On the other hand, the last time I asked a BP a question like this I was told "I don't have a technical solution to your management problem"... Not a comment I was happy about...

 

[daveinwearside]

Correct me if i'm wrong but i think the reason that you only have 8 members in a ring group is because the board cannot create enough ring generation for more than 8 phones.

Its more a hardware issue than a software issue. Ive worked on a few systems and to be honest the most phones in a collective group ive ever encountered has only ever been 8.

It would be nice for the number to be increased but it would probably cost avaya and arm and a leg to re-design the hardware.