bridge appearence or call park?? 1

[LucP]

Hi,
here is what I want to do and I need some help from you guys!

I'm working in alarm company, I have 5x DID configured into my incoming call route (avaya ip office 500 v7)
Those DID are linked to a specific alarm code into my alarm software.

DID#1 = code 1
DID#2 = code 2
DID#3 = code 3
...

when the agents received code 1 in our alarm software, they have to connect to the call from DID#1 (2way voice call)

I tried different thing (bridge appearence and call park) but not working well.. maybe I'm doing something wrong.

I already installed a 2420 for manage those DIDs (extension 210)

Possible to send each DID to a specific call park slot to extension 210 (from the incoming call route)?
any way to create a phantom extension and put brdg-appear line to extnesion 210?

Let me know how I can do this!

thanks!

 

[derfloh]

Create three groups (one for each alarm code) with queuing enabled.

Give the users a group button that will blink while a call is ringing to the group and they can pick up the call by pressing the button.

Need some help with IP Office?

https://www.fwilke.com/home

IP Office SIP trunk configuration:

https://www.fwilke.com/en/ip-office-sip-trunk-en/

CLI based cale blocking:

https://blog.fwilke.com/ip-office-block-calls-from-specific-cli/

SCN fallback over PSTN:

https://blog.fwilke.com/ip-office-scn-fallback/

 

[LucP]

Thanks derfloh,
that is an option, but the thing is, I'll probably have 10 to 20 code, so that mean 10-20 hunt group.. that a lot of huntgroup and a lot of buttons on the agent's phone.

There's another way, maybe to send the call directly to a call park or something else?
so my agents can do a short code and take the calls?

thanks!

 

[telecomtekperson]

MADN Multiple.... Would need Appearance buttons for each MADN user though...
MADN can function as a sort of Hoot an Holler line...

 

[LucP]

As per the doc, the MADN is has been added to version 10.1 , I'm running version 7

 

[telecomtekperson]

Time to upgrade

 

[LucP]

Yeah.. thats the plan!! haha
thanks!

 

[derfloh]

With call park wouldn't you need the same number of buttons if you want the user to see what alarm code is called?

Need some help with IP Office?

https://www.fwilke.com/home

IP Office SIP trunk configuration:

https://www.fwilke.com/en/ip-office-sip-trunk-en/

CLI based cale blocking:

https://blog.fwilke.com/ip-office-block-calls-from-specific-cli/

SCN fallback over PSTN:

https://blog.fwilke.com/ip-office-scn-fallback/

 

[LucP]

the best configuration at the moment is to put a EU24 on the phone and configure the buttons for each code/DID.
but.. with the call park, if its possible to create a short code for access the call park slot# and if its possible to configure the DID to be automaticaly move to a specific call park slot #.. that would be great too.

 

[Westi]

You will then only have 1 call available to be parked if you get it going.

If you use the group option then you can have multiple calls to the same DID possible. Not sure if that would be a requirement or not.

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[LucP]

the way that it work, only 1 call could be made by DID.
so... DID #1 could go on the call park for extension 210 on slot #1
DID#2 on slot #2 and so on...

Agent just dial the short code for slot #1 or another slot depend on the code the agent received in the alarm software.

That was I thought first, but I'm not very familiar with short code configuration for the call park feature.

it is something that IP office can do?

thanks!

 

[Westi]

yes, the call park shortcode will park the call and the unpark will pick up the call.

Why not create one Huntgroup per DID that rings on all the agents and that way they don't have to stare at the phone until something blinks?
they can all be in the groups for the DID's they are supposed to be watching for and can pick it up if need be.
Somehow I cannot find the good practice behind the way you want it to work but every site is different.

So if you send the incoming call route to a SC that parks it hopefully works because I never tried that.
If a SC doesn't work then make sure to try it with a SC that starts with * because the system sometimes is finicky with other ones

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[LucP]

Hi Westi,
I was working with Avaya CM manager for 10 years, and move to a compagny that work with IP office, not the same thing!
so.. I was searching for the best way to do the configuration... as per you guys said, the best way to do that its with huntgroup per DID!
so... going with it!

case closed

thanks!