Best ways to route calls to reception, and provide overflow and fallback opportunity??

[Northeaster01]

Hi folks,

I am familiar with how to use incoming call routing to have all (group 0 for example) trunks calls go to a certain destination (ie a hunt group or an individual user)

But, I am wondering what you guys normally use, as I run into the following issues:

- if I route to one reception user (ie 201) then the calls go there fine, and ring into a, b, c, etc so they can take lots of calls, put others one hold, transfer etc.
But, If I want calls to go to another location, such as a night bell or AA, at lunch or evening (when I push a button, or after so many rings) I assume I would have to use forwarding, and this would forward personal calls (to 201) and not just trunk calls.

So, I have tried building a new ReceptionHuntGroup, and putting that one user (201) in that hunt group, and then changing the destination on incoming call route 0 destination to the new hunt group. This works fine in now allowing me to overflow the calls after a few rings to VM, a night bellHunt Group or an AA hunt group.

The problem is in the way that it now takes incoming trunk calls:
One call at a time is fine, but a 2nd call would see the hunt group as busy (with only 1 member 201) so I then added a group key (of the new receptionhuntgroup) on user 201 - now they can see other calls coming in to this key, and can answer them and put them on hold, etc - BUT - It doesn't ring / alert them to the new calls - it only flashes.

If someone know a way to alert the reception user to new calls, instead of just flashing, or has thoughts on a better way to do this I would really appreciate it.

 

[Westi]

that is a loaded question and there are a dozen ways to do something like that

you can use overflow and have the calls timed to go somewhere else
you can use out of service for a huntgroup and send calls to another huntgroup
you can also use night service for a huntgroup and send the calls to another huntgourp (that way you can have 2 separate destinations managed with 2 buttons)
you can use (if you have vm pro) user defined variables and send calls to different destinations
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for your scenario I would use the out of service option with a button at reception and you can even have the reception phone in the fallback group as well so that it can be answered on there as well

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

Give a tech a solution and he will be back tomorrow to ask you the next question, teach a tech how to read the manual and he will be able to solve the problems for a life time.

 

[Northeaster01]

Thanks for the quick reply! Sorry, I may have not been clear.
I am familiar with how to use the out of service and night service options to fall back, and how to use overflow.

My issue is in now routing the calls to a hunt group with only 1 member is that I cannot get subsequent calls to alert that member, when they are already on one call. It will flash the group key, but no ring or splash ring.

 

[Telecomboy]

Set the group to collective call waiting to allow multiple calls to come through.

 

[Northeaster01]

Thanks very much!! - I forgot that there were other options there, other than collective, sequenstial and circular. Looks like juts what I need.