Calls bouncing to the operator

[jbrots04]

I have a Merlin Magix 2.0. I set up some coverage groups to lessen the load on the operator console. It appears that when calls go to the coverage groups, and people don't pick up the call, it still bounces to the operator. Is it possible to have only certain coverage groups bounce to the operator if they don't pick up?

Any help is greatly appreciated.

Thanks,
Jeff

 

[Pepperz]

Let's go backwards. How do you want the calls to flow?

Pepperz@charter.net

 

[jbrots04]

We have DID's and a main telephone number.

We want the DID calls for certain users to bounce to other users in their cover group only.

We want the DID calls for certain other users [managers] to bounce to the operator.

So the operator should get the main number calls and also cover the managers' DID calls.

Currently it seems as if all DID calls will go to the cover group, but then if no one in the cover group answers, the calls will go to the operator.

Thanks for your help....please let me know what you think.

Jeff

 

[Pepperz]

It APPEARS there is no voice mail system. Here's a way that may work for you. DID calls come to the respective extensions. A COVER BUTTON for that extension is placed on up to 8 other phones. The operator has teh GROUP COVER buttons for all the others.

Pepperz@charter.net

 

[jbrots04]

Okay, I will try that. Thanks for your help.

Jeff