Display dialed (Called) 800 number on inbound calls for accurate receptionist greeting 2

[TrentGreenawalt]

We are branching out to some additional websites in addition to our main site, and with that come additional 800 numbers and some DIDs to service/support/etc.

What we are looking to do is display the 800 number (or ideally the name) of the website that the caller called into, in addition to the caller id information (We currently get name/number already of caller).

The reason being is our front office person doesn't know how to answer the phone differently unless she physically asks the caller, what line they called, or what they were calling for. If we have 6 different sites (Pumps, Hose, Clearance Items, etc.), and the name/800# showed, she could greet accordingly.

Some items to consider:
1) We have one main attendant at each location (2 branches), we also have 3-4 backup receptionists at each location (on delayed ring). Then if the call isn't answered it goes to an audible ding.
2) We use 4 keys on each of the phones above to receive up to 4 calls simultaneously. This uses 4 buttons total and we would like to keep it that way if possible.
3) We do not currently use an ACD group, but it was discussed.
4) We don't currently use a hunt group, again discussed.
5) Our system works great for what we need (not high volume), but need this ability to see what number was called. We don’t' want to put 9 key appearances on our phones either (recommendation) (ex: 4 Pumps, 3 hose, 2 for clearance items)

System parameters below, we do plan to move to 5.x soon to take advantage of the additional BLF for each phone. This is the reason we don't want to use up any more buttons for call appearances. I would like all calls to route into those existing 4 lines (or another way), without using any more buttons.

Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Inactive Software Load: 10.2.1.13
Platform CX-II, 512mb of RAM

Thanks for the help in advance,
Trent Greenawalt


Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[TrentGreenawalt]

So hunt named hunt groups it is then I presume. So if those keys are in fact setup as a hunt group, can I point multiple hunt groups to those same set of keys? How will the receptionist know what call is for what once she starts parking the calls?

Thanks again for your help as always!

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[TrentGreenawalt]

So I found this in the help file: (Below)

As I read below, I should be able to direct certain calls coming into different DIDs through this "NameTag" hunt group to give it a name, in the example below "plumbing department", then forward it to our main huntgroup with the 4 key appearances and the name should still show (example was plumbing department was busy). So basically it would reside in front of our current setup to provide the name based on the number called into.

So now, how do I do this to test and not screw anything up. Anyone up for this? This would be a game changer for us if I can figure this out.

Thanks for the help,
Trent Greenawalt

Destination-based Call Display
Description:
In some retail situations, several individuals may be assigned to various hunt groups, each of which represents a different department – Electrical, Plumbing, Lighting, and so on. When using Destination-based Call Display, the destination name or number (for example, Plumbing) appears on the display of the ringing phone.

Regardless of who answers the call, or which department the call is answered from, service personnel can respond appropriately to the caller. For example, a call coming into the Electrical Department may be forwarded or rerouted to another part of the enterprise because all lines in the Electrical department are busy. Someone in the Parts department can still answer the call appropriately: "Good morning, Electrical Department. How may I help you?"

If a call comes into the wrong department, service personnel can transfer the call to the correct department, and the transferred-to hunt group name is displayed.

After a call has been answered, the information displayed is determined by the settings of the Class of Service option "After Answer Display Time".

Conditions
•All display sets, including CLASS/CLIP sets and consoles, are supported.

•Consoles do not display any information about a call until the call is answered.

•The hunt group name is displayed at the ringing set as defined in the telephone directory.

•If no name is assigned to the hunt group, the hunt group number is displayed.

•The hunt group name is displayed while the device is ringing, during a hold recall, and while the call is on hold.

•Destination-based Call Display follows the same call presentation and routing model as a UCD voice group with RAD (see UCD Call Progression). This applies whether the Destination-based Call Display voice group has a RAD programmed or not.

•Destination-based Call Display overrides all other call display options at display sets. For example, if the 'Display unmodified DNIS' COS option is enabled, it is ignored.

•Destination-based Call Display capability applies to any call into a hunt group, regardless of origin.

•A direct call to a hunt group displays the hunt group name.

•Calls that are forwarded/rerouted to the hunt group displays the destination hunt group name unless the previous rule applies.

•For calls transferred or rerouted by the system from one hunt group to another, the name of the forwarded-from hunt group is assigned to the call.

•For calls transferred to different hunt group, the new destination hunt group name is assigned to the call.

•The hunt group name is maintained when transfers and forwards/reroutes from a hunt group, or member of a hunt group, to a destination on the same node.

•Calls transferred or forwarded/rerouted off the hunt group's local node do not maintain the hunt group name. However, if the hunt group call is transferred or held by an answering agent, and then the call is subsequently recalled to that agent, the hunt group name is displayed on that agent's phone.

•Sets with multiple lines of display see their first line unchanged during ringing state – the caller is identified. The second line shows the hunt group name.

•Sets with a single line display show the hunt group name.

Programming
•In the Hunt Groups form, set the Hunt Group Type to NameTag.

•In the Class of Service Options form of the phones, set the "After Answer Display Time" parameter.


Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[kwbMitel]

You Create a hunt group and set the type to nametag
You name the hunt group via Tel Dir
You use Call Rerouting to route the Nametag group to the Reception group
You terminate the DID to the nametag group

You test and answered call
you test an unanswered call
You test a call in night service
you test an answered call then transfered that then routes to vm *** What VM picks up??? ***

**********************************************
What's most important is that you realise ... There is no spoon.

 

[skibby1981]

I think a kwbMitel original idea of a ring group would work with a slight tweak.
To get the night control to work, create a phantom analog / virtual / trusted IP device (depending on software level). Whatever you want to call it. Eg. Ext 600.
Point the DID to ring to that extension.
In day mode, reroute the phantom to the ring group with the desired display name.
In night mode, reroute it to voice mail.
You would need to test it though. I don't have a system handy at the moment. The only problem might be is that when the day reroute occurs to go to the ring group , the display might read "from 600" instead of the ring group name. Test, test, test and more test.

 

[kwbMitel]

@ Skibby1981 - The display in day mode would show FWD From XXXX I believe.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[skibby1981]

Yep it does. Never mind.

 

[TrentGreenawalt]

Just talked with our vendor and they are thinking that the nametag hunt group won't work, due to the VM limitation that you have all discussed at lenght. I don't get how such a sophisticated system can't simply direct phone calls to a VM of my choosing after being transferred. I have yet to wrap my head around why the VM is such an integral part of the phone system. It is basically a bonified recording device, why does it care what the name of the hunt group is.

Example: Call comes into the plumbing hotline (Name is displayed until the call is picked up, then get transferred to someone on the phone which directs them into VM. Instead of the call going to that persons VM, it goes into the ext of the hunt group VM, if it is setup. If it isn't setup it creates an infinite loop and gets stuck.

Why?

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[kwbMitel]

Earlier on I suggested using a standard Hunt Group that is routed to the Line Key Group. Have you tried this?

You could also try using a normal hunt group and route it to the key. This would eliminate my Nametag Integration concerns.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[TrentGreenawalt]

We are in the middle of an major project right now, so testing and/or changing at this point is prohibitive, however, once the smoke clears, Jan 1. We are going to need this in a major way. So in your suggestion, I keep the same hunt group I have currently named "Main" and add another hunt group and put in the same key appearances and name it "plumbing" in the example above, and you think this may in fact work and flow through to VM correctly?

Thank you for being so helpful throughout the years, you are the man/woman!

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 4.2 SP2
Active Software Load: 10.2.2.10
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones (SIP Service via AT&T IP FLEX)

 

[kwbMitel]

I think you need to route the new hunt group names plumbing to the key line hunt group.

The the display will show - Fwd From Plumbing (I hope)

I don't think the hunt group name will display otherwise.

**********************************************
What's most important is that you realise ... There is no spoon.