Call park buttons

[yankblan]

Hi,

I know how to create call park/retrieve and all, but is there a way to emulate BCM's SWCA or IP office Call park buttons, so that you can park a call on a button, that will be seen across the system to every user with the same button?

Basically, I want a call park appearance feature

 

[wireman50]

Group Park buttonws do just this.

 

[kwbMitel]

Simplest implementation is to create a hunt group with the DN to park against

Then create Group park buttons against the DN

Be aware that multiple calls can be parked against the key (up to 99 each)

If more than one call is parked against the key they will be retrieved in First in First Out order

Best practice is to train the users that if the key is lit, to use a different one.

The exception being a phone that needs to handle a large volume of calls. Most of the time, techs program as many keys as they think are required to handle the volume with 1 key for each call. I however program no more than 3 (ever) and rely on a group park key to handle the rest.

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

 

[yankblan]

Thanks to all.

I'll probably go with key system; turns out they want the phone to ring at multiple sets and not at a single receptionist; training one person to park calls is something, but training everyone, most of them close to retirement, to go from KSU to PBX will be too much.

I'll just drill them to use 9 to dial out, and just put the calls on hold for incoming, with everyone seeing the little thingy flash.

I have 5 locations, 12 users total using the same system with 2 lines in the main building and 1 line per remote site, so key system will be easier.

But I'll keep that in mind for future use; it's a setup I use a lot with the (dreaded) IP Office.

 

[kwbMitel]

I don't know.

If the purpose is main answering and sharing of duties then a group park might be ideal.

As I said earlier up to 99 calls in on a first in first out basis.

If 5 calls come in simultaneously they can each be answered in turn and asked to hold where they are then parked.

Once parked, they are then retrieved by any of the users in the order they are parked.

If you program as key system then the order of the calls will always be in doubt.

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

 

[kwbMitel]

to explain that last statement take the following example

2 calls come in on lines 1 and 2, each are answered and put on hold
then call is re-engaged to line 1
now a call comes in on line 3 and put on hold
line 1 completed and then line 2 engaged
Now line 1 comes in (4th call)
At this point Line 1 is on hold and Line 3 is on hold and line 2 is engaged

If you did not know the sequence of events that created this you would have no idea which call should be next.

Same scenario with park key - each call is retrieved in the order it was parked.

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

 

[yankblan]

Ok, here is what I have in mind, and if you want, I have something I'd like for you to clarify.

I have 6 LS trunks; each will have a different Trunk Attribute so that in the answer point-day, LS1 will be 1001, LS2 1002, and so on.

So basically City Hall users will have LS-1 and LS-2, library LS-3, and so on. Basically an old-fashioned Nortel system, which I am replacing.

Users will be configured with single line keys depending on their geographical locations; exception (maybe,have to be discussed) being the City Hall receptionist, who will be able to see all lines, with no rings.

Makes sense?

Now, looking at the help files, I'm not sure I get the DTS form. With single line, I already have direct trunk access, so I'm not sure where it comes in.... except maybe for the CoS, is it there to override Trunk Attributes in a key system setup?

 

[kwbMitel]

I've been assuming you have a 3300 up until this point.

With analog lines and as few of them as you're dealing with feel free to program them however you please. I don't deal with systems that small so I don't speak from that perspective.

If 3300 don't go the DTS route if you ever want your lines to be answered anywhere but where you designate (such as VM at night)

If sx-200 other options open up.

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

 

[yankblan]

I do have a 3300; we usually don't quote such small installs with MCD, but we were suggested by the system administrator of another client with 500+ users.

Experimented a bit; call park buttons seem to be the easy solution, mostly because of the restriction for alternative answer points in the DTS setup.

Can't see how I can explain to them that if a call comes in they will see the button light up, but if they dial out from that button they won't necessarily busy that trunk and that a caller will hear ring back if they dial this number... wow! Way too much human element I can't control, no matter what I come up with.

Thanks for your time.

 

[lowradiation]

Do not make each LS trunk ring directly to a key line.
Create hunt group 1000 and put 1001, 1002, 1003... into the hunt group and point your LS trunks to 1000. Now if someone presses 1001 to call out an incoming call will hunt to the next available key line. The 3300 is not a key system, but this is what I usually do for those small 6 LS trunks or less installs.
I also usually reroute always dial 0 from voicemail to this huntgroup (1000). The display will read 'From 0' and this allows the calls to stay on the key line keys (allowing the receptionist to put the call on hold and have someone pickup the key line on hold from another phone)

...Or you can program it like a pbx and tell the customer they bought a pbx

 

[yankblan]

@lowaradiation: that's what I would do if it was all one site; but I have lines to different sites, so for the customer to be able to tell which line is used is important (why, I don't know, but hey, they're the ones paying!). So they need to see that the first 2 buttons are the office's line, "line 3" is the library, "line 4" is communicty center and so on.

It's the first install I've had to do where it's not programmed as intended, i.e. a PBX. Like I said, I rather lab it out and find a suitable compromise than having to fight with them and being stuck going there every week because the system (not them) lose calls.

 

[lowradiation]

I see now!
I tested the following out in my lab (MCD 5.0), but have never used it at a customer site (hopefully never will)
1. Created a trunk group for each line. LS1 - trunk group 1, LS2 - trunk group 2...
2. Created ARS digit dialed code 8001 to access trunk group 1 (LS1), 8002 to access trunk group 2 (LS2)... etc to 8004 - digit modification to delete 4 digits
3. Created 1001, 1002, 1003, 1004 as 'Trusted' 5312s <-- so they don't use IP licenses. Then programmed them as key line appearances on the phones.
4. Setup a hotline for 1001 to dial 8001, 1002 to dial 8002...
5. Keep your setup of a different trunk attribute for each trunk for incoming calls.

When I pressed key line 1001 it showed (8001) and I would call out on LS1 (did not have to dial 9 after I pressed the key).

This setup will only allow for 1 class of restriction.

 

[yankblan]

Hey, thanks lowrad, you went a lot farther than me! I intended for them to dial 9 through their intercom key anyways, but I may use your setup instead; it will depend on the flexibility of the customer...

I have to consider too the fellow tech who goes in after me, especially if I'm on vacation; he will pull his hair out!

 

[yankblan]

@lowrad,

I was trying to implement your scenario, however, I cannot create more than one trunk group, says "system dimensions exceeded"; System Capacity says I should be able to have 112 groups?

System is CX II with latest MCD software on it.