Call distribution to consoles

[Harani]

At the moment our reception consoles take calls "round robin" style, alternating between calls.

we want to set them up so they are serial. i.e one Console takes the bulk of the calls and the other console will only get a call if the first one is engaged.

The system is a Meridian 61C and we have two M2250 consoles

How can i change this ?

Thanks in advance

Glen

 

[acewarlock]

Don't even have a second console, just have a regular phone the the console can overflow to if there is a ring no answer.




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[Harani]

that's not an option.

The second receptionist will complain that they do not have the fuctionality of the first in terms of handling calls.

 

[GHTROUT]

The simple but manual method: If the second console stays "looped" in (loop key pressed, but not on call), they will buzz only when a call becomes "queued" - in other words, only when the first console is on a call and another call comes in. The console that is in 'rls' (not looped in) will always get the call first.

This method works, but will the first operator agree and comply.. is the question.

You can change the settings for when the buzz occurs in the ATT_DATA section of the LD15 CDB

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[johnpoole]

another possible solution is to have the backup console stay in nights... we replaced our 2250's with 3905's and symposium. the scripting side of that and skillsets give us finate control... dial 0 gets one treatment, external calls to the main listed (6000) gets another and codes (hosp) gets top billing.. ie all stations ring with a unique ring for code calls...

i set that up in case i code blue myself...

john poole
bellsouth business
columbia,sc

 

[Harani]

Does that not mean that if a series of calls come in in quick sucession they will ALL be queued to the second console ? And will not revert to the first even if the first susequently becomes free ?

I might have that wrong but if it does work like that then it could have the opposite efect of what were trying to achieve which is that the first receptionist is primarily responsible to taking the calls and the other is doing other work and is there just as a "backup" for taking calls ?



>they will buzz only when a call becomes "queued" - in >other words, only when the first console is on a call and >another call comes in.

 

[GHTROUT]

If the 'backup' console is looped in, and the primary console is talking on a call, then calls will queue. Whichever console hits rls first is the one that will get the next call in queue.

A console "looped in" will never be presented a call (however, they will be alerted that calls are queing, then have the choice of hitting rls to get out of a loop and accept a call). So, if we assume the primary console is the only one answering and extending calls (dialing, then hitting rls) that console will take all the calls.





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[Harani]

right, got it.

Many thanks for your answer
regards

Glen