Dial 0 with no voicemail backup during the day 1

[comdata]

Got a customer with an ACS R5 and Partner Messaging R1. The dial 0 operator is extension 19, if she doesn't answer, it goes to her voicmail. Operator now would like 19 to be a personal mailbox. The customer would now like it, if all dial 0 calls are answered live during the day, and if operator is not able to take the call, then one of five nearby personnel should take the call. They do not want voicemail to backup the operator during the day. Is it possible to take an unused extension, loop it around to line 6, for instance, so that if the operator doesn't take the call, then one of the other personnel could answer it on their line 6? Are there any problems with this kind of setup? Is there a better solution? I am open to any suggestions....thank you.

Alex

 

[TouchToneTommy]

The loop around will work, but only for one call at a time. While the line is engaged, no other calls can end up there.

Set the transfer return extension for each of the voice mail ports to go to Ext. 19. Set the transfer return to 9 rings. Give Ext. 19 a "VMS Cover" button, and turn it OFF during the day. Give the other extensions a "pickup Ext. 19" button to grab the calls that are ringing at your operator.

 

[comdata]

TouchToneTommy, thanks for the heads up, I appreciate the additional suggestions. Is there any way to set up a calling group to be the dial 0 destination, so that more than one call could be handled?

 

[TouchToneTommy]

You can put your "operator" extensions in one of the calling groups (I reserve group 1 for all call, so I'd use group 2 - Ext. 72), set your dial 0/timeout or your system operator Ext. 72, set the transfer return extensions of each of the voice mail ports to point back to themselves (instead of 19 as above), set the transfer return to something high (not necessarily 9, but pretty high), and finally create mailbox 72 in the Partner Messaging. Now calls will transfer to Ext. 72, ring all the phones in the group, then if unanswered, return to the voice mail and be answered by mailbox 72. Can't remember if Release 1 will let you do a "phantom" mailbox, where 72 only plays the outgoing message, and records into someone else's mailbox so that you can get a message waiting indication. If so, I like to have it record into an unused general mailbox (like 9994, or 9994), which you can make light up anywhere, without having to have someone share their personal mailbox with the operator's messages. If not, you could always use outcalling to light up a light, although you'd need to turn it off manually.

 

[comdata]

TouchToneTommy, thank you again for your valuable input. You are a tremendous source of great information. Appreciate it very much.