Call queueing on SoftConsole

[aramsay]

Hi guys;

Hope you've all had a nice Xmas; just looking for some ideas on the following.

We have one softconsole user, who sits at the main reception desk, and answer the majority of our incoming calls. On occasions, she's on the phone, and another call comes in. This shows up correctly in the queue on the soft console.... UNTIL.... the Fallback extensions come into place, and all my problems start.

The call disappears from the queue (presumably because the fallback extensions are ringing, the system no longer thinks that the call is queueing).

Is there any way to over come this limitation? The problem is that the "fallback" extensions are not always manned, and the users do not always come out of group (ok, they NEVER come out of group (no matter how many times you tell them to (don't suppose anyone's invented an in-group-proximity-sensor!))); therefore the receptionist is unaware that there are further calls 'queueing'.

The only workaround that I can come up with is to get an analogue extension bell, with volume control on it (eg.

http://www.maplin.co.uk/images/Full/35228i0.jpg),

utilise an unused analogue extension port, and put it into the overflow group.

It seems a bit of a cludge to get an alert to the operator, but it's the best solution I can come up with, unless you guys can think of a better one.

Cheers
Alan

 

[TSGG]

Hi,

Why don't you make the operator part of the Overflow group.
You can always create a "special" group which you don't use for other purposes, just this overflow.

Use this group in Softconsole as an extra queue to alert the operator...

G.

 

[aramsay]

The operator is already in the overflow group too; however as the other two extensions are ringing, the call isn't queueing, therefore she still doesn't get any notification (visual or otherwise).

Alan

 

[big70]

Make a Huntgroup key on the station it will burn green when there is a call in the huntgoup en will go red when there is a call in the Que.
When you pusch twice on the button you have the call.

Greets Peter

 

[aramsay]

Unfortunately all terminals are 2030's (DT3s) - no LED's on the buttons - however this could be an option if it would work on 2050's (DT5s)

Alan

 

[big70]

Yes this works under a 2050.

Greets Peter

 

[IPOUK]

It doens't work on a 6408 though does it? If a call comes into a HG, the light won't flash like it does on Definity does it? Same on the 2420 from what I can tell as well?

 

[big70]

Yes it does, only the huntgroup must be programmed with a Waiting Que.
If it is programmed without it then it won,t work.

Greets Peter