Coverage for extensions

[eseibert]

Here's the scenario.

I have extensions 155 which rings on the following extensions. 115,114,113 and the operator extension 100. What I'm trying to do is the following:

Customer hits extension 155, what I'd like to have happen, is for the call to ring in on 115, if 115 doesn't pick up, then ring on 114, and if 114 doesn't pick up, ring on 113 and if 113 doesn't pick up, ring to the operator. On a Definity, this is a breeze, but on the Merlin Legend, its like trying to understand an AT&T bill....just isn't happnin. Any help would be greatly appreciated.

 

[merlinman]

Well, with a LEGEND you can have PRIMARY COVER, SECONDARY COVER and GROUP COVER. In addition, you can have Shared System Access which can, perhaps, be called into play for this application.

Without knowing what 155 is (a real extension or what?) you could do this:

Shared System Access on 115,

Primary Cover on 114,

Secondary Cover on 113,

and last, but not really pretty, Put Operator into a CALLING GROUP, and send GROUP COVER for the GROUP you put 155 into goto the operator.

I must also ask, WHAT IS 155 and did you really want it answered?

 

[eseibert]

155 is the extension a call rings to when pushing option 4 off of the auto attendant. I understand the primary and secondary cover option, but have never fooled with shared system access. In another facility I have the operator in a calling group, but not sure if it works correctly all the time. I am not a fan of the legend as setting up a simple hunt group should not be so involved. Thanks for your help.

 

[Pepperz]

155 is on 114 as primary delay cover
155 is on 113 as secondary cover
155 is on operator as secondary delay cover
if you need another level, you could assign 155 to caover group 5 (arbitrary), and put a cover button for group 5 on another phone. If you put 155 in the voice mail cover group, then the call directed to 155 can still be directed to voice mail after all the coverage ring timers have expired. Chances are, though, by that time, you've lost the customer. Merlinman asked the right question: do they really want it answered. This scenario would provide about a dozen rings, and at some point the caller just might hang up.

Pepperz at newper dot net

 

[eseibert]

I ask myself that same question. Thank you for all your help and I will ask them if they want the call answered. See what kind of response I get....LOL. Again, thank you for all your input. I greatly appreciate it.

 

[eseibert]

Where do you set the cover button to either be immediate ring or delayed? I can't stand these legend systems. Everything is such a pain to set up. I see where I can set the number of rings, but do not see where you identify it to be delayed or immediate answer. Thanks.

 

[Pepperz]

The Legends are as well documented as the Definities, just a lot less money. You set the delay options by programming a button as Primary or Secondary cover, then setting it to delay, by pressing the button (in programming), and pressing *36. Check the button again, and it should say -D where it used to say -I.

Pepperz at newper dot net

 

[eseibert]

I can't argue the point on how well documented a Legend is, all I know is, it is alot easier setting up a hunt situation on a Definity. People do not have to worry about being logged in to answer a call, setting up delayed ringing, changing the ring from immediate to delayed. etc. I'm just not as comfortable with the Legend as I am with the Definity. Thanks for all of your help.