call forward no answer for 3 diffrent groups.

[joeban]

all
I have this scnario and I dont know if I can do it.
help desk is 6800 rings and 4 people have this numbers on their phone. If no body answers. the call we be forwarded to the 2nd level support. and if the second level support does not answers will go to the 3rd level support and if the 3rd level support does not answers, the call will gi to to the 6800 voice mail.Notice eash person of the 3 groups has it's company phone line 0 and key 1. I know you can do similar scnario like the above with the SFA(second forward allowed but I am not sure on a 3 groups. Any suggestion will be greatly appreciated

 

[NTI620]

Why would you want to have a caller hear 9 or possibly 12 rings and then if it isn't answered go to a voice mail box? You should look for an easier way to handle incoming calls, if you don't then a lot of callers will be zeroing out of voice mail, and they won't be happy.

 

[LACITYTech]

JoeBan,

NTI620 is right, but you are really "not clear" on what you are trying to do.

For the sake of argument, we have a situation where a group does not want the calls to go to Voice Mail and if all lines are busy they still want the calls coming. The only solution was to have the calls go to a Mail Box Menu with a list of choices, perss 1 for this, press 2 for that, press 0 for an operator, no matter what they press the call returns to the original service number and hopefully someone picks up.

That can keep people on the line for a while, but when people are not answering the phone what's the use??

Good Luck,

LACITYTech

 

[joeban]

thank you for your responses.
The purpose of the three group is for the call will reach the VP of the company per his request. I know this does not make sense but he is the one with the bright idea!!!.His reasoning that a call should be answered at the first group level of 4 pepole than if nobody answers it should go to the second group which is the supervisors. and finally will end up ringing at the 3rd group which the managers including his extension. According to him no calls should goes an unanswered. you go figure. So is there a way to do it without messing up the individual extenssions when it comes to FNA on their phones or if they are on a legitmite calls. any ideas will be greatly appreciated.

 

[NTI620]

You won't have to worry about making the changes permanaent cause I am sure that your VP won't be around for very much longer.

Here is how you can do this.

You will need to build two phones to control the MARP of the hunting, put the phones in the switchroom and only assign key 0 and key 1 on each phone.
Example:

Key 0 MCR 4000 1st call forward no answer number
Key 1 MCR 4001 2nd call forward no answer number

Class of Service you will need:

FNA, HTA

FDN of this first set 4001
HUNT of this first set to 4001,

LHK will be 1

2nd Set

Key 0 mcr 4001 2nd call forward no answer number
Key 1 mcr 4002 Last call forward no answer number

Class of Service: FNA and HTA

FDN of this 2nd set to 4002 3rd Level Tech Support
HUNT of the 2nd set to 4000 Back to the 1st level Tech Support
LHK 1

On each phone that is in Technical Support you will add an MCR Key say on Key 8, the first support level will get Key 8 MCR 4000, the 2nd support level will get Key 8 MCR 4001, and the 3rd support level will get Key 8 MCR 4002.

Make sure that the MARP is assigned to each of the TN's of the phones that you built that are in the switchroom.