Call Flow Challenge MCD 4.1 (Embedded VM)

[acskmk]

Help! I may be over thinking this but I need assistance with call handling. DAY: The scenario is that the calls need to come into the Receptionist 4 incoming lines(they prefer the key system setup so that they can see one line ring..put it on hold..and remember where the caller is) during 8 to 5 mon to fri..if she does not answer after 4 rings they should route to a group of support personnel. She also needs to forward the calls directly to the support group when she takes a break/lunch so that her phone does not ring - THIS IS THE CHALLENGE) If they do not answer after 5 rings the call should route to a general voicemail.

NIGHT: When the receptionist goes home the calls should route to an after hours scheduling group from 5 to 8 mon thru fri and sat 8-8. No answer should route to voicemail on one phone in the scheduling dept. I am half way there..using hunt groups w/ the members mapped as line appearances. The DN of the phone is another number which will allow calls to that individual as well as the ability to dial without selecting a key.

Bottom line...The issue is manually forwarding the incoming calls to the support personnel from the Reception phone and then the same forwarding issue to the after hours support group.. THANKS FOR ANY HELP YOU CAN PROVIDE!!

 

[kwbMitel]

Assuming the keylines are in a hunt group

use Call forward third party to forward the hunt group whereever you want.

Use Cancel CF third party to remove forwarding and restore normal function

Night mode can be accomplished with night routing of the hunt group

Night mode 2 might also be used for the first issue but night mode might engage different messages on the VM so be cautious with these suggestions.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[acskmk]

Thank you! Unfortunately there is no feature access code for third party..I added *67 to use Call forward third party and it is not allowed..checked class of service..what class mark allows or is it an ARS issue?

 

[kwbMitel]

COS option listed under the T's

Something like:
Third party forward allow to be set
Third party forward allow to use


**********************************************
What's most important is that you realise ... There is no spoon.

 

[acskmk]

PERFECT!! So I enter *67 followed by the hunt group number and?? Do I have to select the line key or? My apologies. I have never used the third party call forwarding. Thanks

 

[acskmk]

I was able to get the forwarding to work. Is there any way to show a light or indicate that the hunt group is forwarded? Thanks

 

[MitelInMyBlood]

You would have a keyline illumination with forwarding of an individual instrument, but not with a hunt group - at least not to my knowledge.

A possible workaround would be to use Multicall in lieu of a hunt group. If the multicall group was forwarded then the lines would all show as "in use"

Original MUG/NAMU Charter Member

 

[acskmk]

Thanks so much kwbMitel!! I was able to get it completed with the 3rd party forwarding and actually have a weekend! Thanks MitelInMyBlood! The end user didn't like the fact that when one call was received all lines lit up at once. I had tried that as well as a Ring group..neither of them worked for them for one reason or another. Thanks again!!! Tek Tips and all of you are a godsend