Call should not drop-out to reception when it's a specified number

[timok21]

Hey,

this one is tricky:

A customer is calling at a direct access number auf my company. If the called person is not available (cause he is speaking or not in the office) the call is redirected to the reception - no problem so far.

Now the caller is a co-worker in one of our branch offices, the call must not drop-out to the reception, cause there is not any use for the co-worker of the branch office to speak with our reception, he wants the explicit person he called or nobody (voicebox). It's much more work for the reception personal with no benefit for anyone.

There a two methods to realize this, both with a great problem:

1) Symposium: It is possible to filter the call number of all branch offices and redirect them to the Voicebox. The problem is: If it's not a caller from a branch office the information of the origin call recipient is lost. The reception can not see which co-woker in the office was called by an customer. Symposium recieves the call and than the call is in Symposium. I have no possibiliy to see the number, which was originally called. Or is there any method to query the dialed number at the very beginning of the script? The reception must see, wheather to call was drop-out from another phone in the house or wheather it was a direct call to the reception.

2) NO Symposium, a simple collective line: There is no possibility to filter a number but the information of the original called number is diplayed in the phone.

3) Callpilot: Is there any possibility to do this with the Callpilot?

Thanks for your ideas...

Timo

 

[Utreg]

1) You can filter the call number of all branch offices via a CLID: WILDCLID (Item or Set ,1 to 32-digit number containing wildcard (@), or placeholder (?) symbols.)
You can see the dialed number via DNIS (corresponding prompt has to be set to YES on the incoming route of the PBX).
2) No
3) In Call Pilot you can configure (Messaging, Dialing Information) Dialing Translations. Have not played with that yet and don't know if that is an option.

 

[telebub]

What about Call Forward by Call Type (CFTA in CLS of the sets)?? I wonder if calls from the branch office are presented as internal calls and not external calls? If so, you could turn CFTA on in the CLS of the set. This will open up prompts EFD and EHT. (External Forward and External Hunt) Set the FDN and HUNT to the voicemail pilot DN for internal callers. Set the EHT and EFD to the operator for external callers.

 

[timok21]

Hey utreg, telebub,

thanks a lot for your answers.

1) In symposium the filter for the callers are no problem, the problem is the originally dialed number, how can I get them?

> You can see the dialed number via DNIS (corresponding
> prompt has to be set to YES on the incoming route of the
> PBX).

this could be the solution? is symposium able to query this DNIS? how do it get this information in the script?

> corresponding prompt has to be set to YES on the incoming > route of the PBX

I have to ask this my provider (Deutsche Telekom), I hope it's the same in Germany.

3) I'm quiet sure callpilot is not able to do this.

> What about Call Forward by Call Type (CFTA in CLS of the > sets)?? I wonder if calls from the branch office are
> presented as internal calls and not external calls? If
> so, you could turn CFTA on in the CLS of the set. This
> will open up prompts EFD and EHT. (External Forward and
> External Hunt) Set the FDN and HUNT to the voicemail
> pilot DN for internal callers. Set the EHT and EFD to the
> operator for external callers.

the branch offices are external, each of them has there own telefon system, so the only possibility to differentiate them from any other external call is the call-number.

Greets
Timo

 

[Utreg]

@ 1) DNIS information can be used in scripting via:

IF DNIS = 1234 THEN
/* dialed numer was 1234 */
ENDIF

or something like:

WHERE DNIS EQUALS
VALUE 1234 : /* dialed numer was 1234 */
EXECUTE The_1234_Section
VALUE 5678 : EXECUTE The_5678_Section
DEFAULT: EXECUTE The_Other_Section
END WHERE

Section The_1234_Section
/* Do 1234 related thing here */

Section The_5678_Section
/* Do 5678 related thing here */

Section The_Other_Section
/* Do other related thing here */