Caller id on pickup from multicall key

[woody1976]

I have three companies sharing a cx, three multilevel autoattendants, not supported by mitel but works so ho-hum!,from each of the options i have used transfer mailboxes to multicall keys and these are then labelled, so for instance accounts phone has three multicall keys all for accounts from the three seperate companies, so they can the be answered appropriately to the relevant company by seeing what multicall is ringing. Here lies the problem, and for this customer it is a big problem, when there are only one of two people in the office and for instance a phone rings but they have not got that key programmed on they're phone, they do a pickup but all that is shown to them is the external cli, not from what multicall the call was ringing on, so they do not know how to answer the call as they do not know what company it was for. Is there any way that when they do this pickup that i can set something up that would show them what key the call was ringing on, aside from giving everybody all the keys to all the options, as this would mean programming about 14 keys on everyones handset and they would prefer not to do this.

Thanks!

 

[MitelInMyBlood]

Known issue. Reported on the SX2K in LW32. Mitel sez it's not a bug, it's a non-existent feature

Workaround: either remove multiline caller ID or remove the rollover and make the key into an appearance. The rollover (reroute) is where the conflict is. You can have the call reroute reason or the ringing line CLI, not both.

 

[kwbMitel]

Before I make a suggestion I need to know if there is voicemail involved after the multiline key rings. Especially if you have MWI keys for the multilines.

If yes, I don't have a suggestion right now.

If no, Hunt groups could be implemented

 

[woody1976]

No voicemail involved, but hunt groups not an option as, one they do not hunt if the first set is available and the call can be presented to it will not time out and go to the second set in the group, so not really a hunt group, and secondly they want collective ringing which this marvellous advanced system can offer, yet avaya InDEX did more than 8 years ago!! So multicalls where my only option.

Any more suggestions are more than welcome, hopefully i will still be able to view the replies if my customer has not lynched me out of shear frustration!!

 

[kwbMitel]

The hunt group suggestion is not for the sets but for the key appearances.

Instead of using 3 multiline keys you can use 3 keysystem lines. each key system line would need its own number.

The key system lines could then be placed in a hunt group with a pilot number that the trunks terminate to.

Advantages:
- Directed Call Pickup will work against the hunt group pilot allowing you to selectively pickup the call thus knowing how to answer.
- Calls can be placed on hold on one set and picked up on another without the need for a transfer.
- Calls that exceed the members available in the huntgroup can be given an all agents are busy message via the huntgroup rad until a key becomes available.

Disadvantages:
- Voicemail integration and message lamping is problematic

- Only 3 calls can be answered per company before All lines busy (with the multicall, it is the total # of keys e.g. 3 sets with 3 keys each would be 9 calls)

 

[bearvalley]

just reroute the calls via a nametag hunt group.dont forget to increase the display timer in cos.When you do call pickup on the multicall the name of the hunt group will display. example DDI 7000 goes to a nametag hunt group which has reroute always to the multicall.

 

[kwbMitel]

bearvalley,

I've always wondered about the nametag huntgroup and how it worked.

Just so I'm sure I understand.

For the scenario above:
- leave the multicalls as is
- leave the pickup groups as is
- create 3 nametag hunt groups
- add each multicall key to their respective nametag huntgroups
- Call pickup will then display the nametag with call pickup

 

[bearvalley]

Correct.

 

[woody1976]

When you say nametag huntgroup do you mean just standard hunt group? In system admin, call handling, hunt groups? And also they are not using directed call pickup just standard pick up with all sets in one pickup group if this makes a difference.


Thanks

 

[kwbMitel]

Create 3 huntgroups
Huntgroup type is Nametag
Each group will have 1 member (your multicall key for each company)
Name each huntgroup in the Tel Dir
Use pickup the way you do today but the Nametag Huntgroup Name will display.