Calling Group or Hunt Group?

[Pete27]

I have a partner R6 system, and am trying to make some changes, and am not quite sure how to approach setting it up..

When someone calls the system, they get a list of phone extensions, and they can choose the operator at x10, or it defaults to them if they don't make a choice. Problem is, the operator takes off and then calls are going to voicemail instead of giving anyone else the opportunity to answer. How can I set it up so when calls go to the operator, they also ring other extensions... or perhaps ring a couple times at the operator's extension, then ring at the operator + others' extensions at the same time? They key is to try the operator and then get it over to a team of 3-4 other folks who can take the call if the operator is tied up, so the call doesn't drop to voicemail. Should the voicemail be left off the operator's extension x10, and I give the operator another system extension?

Any help is appreciated...thanks!
Pete

 

[skip555]

I had a similar situation and I set up a phantom extension with call coverage to the operator I put a distict ringer in a central location for this station . then I gave everybody one button access to pick up calls on that extesnion

read more about it here

http://www.tek-tips.com/viewthread.cfm?qid=1029125&page=1

 

[TouchToneTommy]

What voice mail? If Partner Messaging, you may have some options.

 

[Pete27]

It's Partnermail...don't know the revision offhand...

 

[TouchToneTommy]

So you have almost the identical situation as Skip did in the referenced thread.

You will need to put a ringer in a common area and use a Pickup button on the extensions that you want to answer. Put a VMS Cover button on 10, so that you can prevent calls from going to 10's mailbox. Then, either use Call Coverage (Feature 20) to send 10's calls to the ringer, or do the loop around of 10's voice pair to a spare CO, and assign that CO to the ringer with delayed ring. Or, have the ringer extension receive its ring immediatly from 10 based on the Night Service button, as long as that doesn't impact your night auto attendant settings.

 

[skip555]

I tried the loop around to a CO port and it worked , issue was you can only handle one call at a time .

with call coverage when one person grabs a call the ringer is free to pick up other calls

 

[TouchToneTommy]

When doing the loop around, pickup Ext. 10 instead of the ringer.

 

[Pete27]

Thanks for the help on this - I took a look at the other threads as well..had a couple questions, though..

I'm not real clear on how the wiring should be going. I have an open line (#7) in my system. Are you saying to physically connect ext10 to line 7, so when someone tries to call ext 10, it rings the incoming line #7? Then have line #7 set to automaticaly answer and ring the secretary's extension (right now she was on #10, so I would give her something like #22). Then setup call coverage so if she doesn't answer within 3 rings, transfer to another line, say #23 which has the ringer, and instruct the other folks in that area to answer ext #10?

I don't do much phone programming, but can't believe how complicated this is! If it works, hey, that's what needs to be done..! Just interesting that it has to be so creative!

Pete
p.s.Right now I have a timeout on my autoattendant set to ring calling group #74, which rings all the extensions if they don't pick an option from the initial menu. This works ok, except for the fact that it's not trying the secretary first - it's trying everyone....

 

[Pete27]

I might be getting closer...or darker in the tunnel. In my testing, I dial the main number and folks hit 0 ...but it rings four times, then says "transferring to the receptionist", then rings the same extension 10 again, but after two rings it then transfers to ext 22, which then rings line 7, which is set to transfer calls to ext 18(the ringer). Problem is, it seems to continuously ring 18, even after you hang up the phone that's doing the dialing...

I'm not sure why it's not doing the rollover on the first two rings to ext10...but waiting until that times out...

 

[TouchToneTommy]

You want to stick a "T"-adapter in the Ext. 10 port at the control unit. Connect the cable for Ext. 10 in one side, and a line cord from the other side to CO-7.

Then find an unused extension port that you can connect an external ringer to. Use Line Assign (#301) to remove ALL but Line 7 from the ringer extension. Set it for DELAYED ring on line 7. Line 7 should not appear on ANY other extension.

The Dial-0/timeout from the Auto Attendant will still go to Ext. 10. If Ext. 10 rings more that 4 times, the External Ringer will start ringing ALONG with Ext. 10. Put a VMS Cover button on 10, and turn it OFF when you don't want calls to cover to 10's mailbox.

When you hear the ringer ring, dial Intercom-6-10 to pick up the call ringing at 10.

 

[skip555]

but no ring if 10 is busy right ?

with call coverage it will go to the ringer if 10 is in use after a few rings

 

[TouchToneTommy]

Skip, good point. I just figured if the Operator was there, they would put the first call on hold and answer the 2nd one.

 

[skip555]

in my case the customer ALWAYS wanted calls answered in a timley manner by a live person .

I suggested the operator put the first call on hold, answer the second ect. , the operator here was entry level , low paid and she seemed to find folks that were just barley worth min wage. and this was to complex a concept I guess .

call coverage did allow it to go to the bell if operator was busy and didnt answer .

 

[Pete27]

The folks that need to cover the receptionist are all in one area... What if I do a call coverage of ext10 to a single phone in that area, and program the others' phones with a button to automatically pickup that line if they hear it ringing? Can I give it a distinctive ring, perhaps, so they don't have to go and look at the display to see if it's a call coverage transfer?

 

[skip555]

pete

thats basically what I did but instead off a phone I used a electronic ringer .

you could use a cheapo wallmart phone , anything that sounds diffrent than partner phone.