Call Handeling 2

[johnnydeesp1]

I just converted a doctors office with a Norstar MICS and call pilot from a channelized T-1 to a PRI. With the t-1 the 10 lines that the came into the this office first went to an auto attendant with the CCR option to "schedule an appointment, dial 1". 1 is programmed as a transfer to X200. Four other phones in the "scheduling pit" have an answer DN for X200 and line appearances for the 10 lines. With the PRI there are no longer line appearances. Before, any of the 5 phones could pick up a call on hold and help out. Now without line appearances you can only help the call that you put on hold. This is a very busy office. Can you think of a better way to distribute the calls and handle more efficiently? All of the sets are T7316s.

 

[atcom]

SWCA keys.

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Calgary Telephone Systems, Avaya LG Asterisk (FreePBX) VOIP & TDM

 

[curlycord]

or Hunt Groups too.



=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[johnnydeesp1]

@atcom Not sure what SWCA is. I've googled it. Will it work with a PRI?
@curlycord I tried a hunt group. The problem was that if no one answered or if all 5 phones were busy the next call would not go the voice mail. So I changed it back to answer DNs for X200. At least it will go the the mailbox for X200 that way. The problem is that the five users are used to being able to look at the phones when they all had line appearances to see all of the calls on hold and just pick up one to help out. SWCA looks like it may simulate line appearances I just haven't been able to find much detailed info on it.

 

[Multimedium]

SWCA (System-Wide Call Appearance) provides call appearances. Although it can be used with any type of calls, it is especially useful with target lines and it works well with PRI.

Without SWCA, after a call on a target line has been answered, it only appears at the set where it has been answered.
With SWCA, after a call on a target line has been answered, it can appear at all the sets that have the SWCA key.

You can find a copy of the SWCA User Card online. That should give you a good idea of how the feature works.

SWCA has been introduced in MICS 6.0: make sure you have at least that software release.

 

[norstarboy125]

In my opinion swca can get a little confusing, when PRI's come into play I always use call park or even bust out a classic like camp on.

Jeremy J. Carter
Charm City Communications

http://www.charmcitycommunications.com

Norstar. BCM. CS1000 Programmer

 

[johnnydeesp1]

I've read the SCWA user guide and it sounds promising. I still can't find out any system programming information. I found SCWA on my own system under system programming but I don't see how to assign the buttons to individual sets.

 

[Multimedium]

There are 16 SWCA keys available. They are programmed on a button in the same way as a feature: Feature *3, then the feature code.

On MICS 6, you use Feature *520 to Feature *535.
On MICS 7, you use Feature *521 to Feature *536.

The settings you see under System Programming are to automatically assign calls to available SWCA keys.

 

[johnnydeesp1]

Oh, very interesting. I will try it out when I go back out to site today or tomorrow and let you know if it works for them.

 

[johnnydeesp1]

SWCA is just what the doctor ordered. It is the perfect feature for my customers application. They are happy again.