Forward calls to Automated Attendant

[kbryii]

This system is a Definity S8100 software release R012c.00.1.222.0

Currently the main number points to a VDN which points to a vector that is acting as the automated attendant. However now they would like to have a live answer during the day. But if the receptionist needs to leave her desk they would like it to go to the automated attendant. I had hoped I could forward the phone to the VDN but that did not work. Is there any way that calls can be sent to the vector? Would it be with the coverage path?

Kbryii
Alcatel-Lucent Certified Field Expert

 

[fondog2]

The easiest way is build an agent and skill then add the steps in the vector to queue to skill X if available agent in skill x is > than 1. Goto step x if no agent available. Then have her login, auto in when she wants to take the calls. Logout when she doesn't. Just out of curiosity what happens when you put the phone on DND?

 

[joe2938]

Add a hunt group with no members with a night destination, program a hunt night service button on attd console, when she goes on break etc... just hit the button

 

[ZeroZeroOne]

Another option is to set up a cover path with a cover point vXXXX for the VDN of the AA and assign the Cover Path to the Receptionist's phone.
Make a change to the incoming-call-handling and point the main DID to the Receptionist's station.

Calls to the main number should now ring at the Receptionist's phone, giving her the ability to answer calls first. If more calls come in than can be answered then they will cover to the auto attendant. If she goes on break then she can use the send-all calls feature to send calls immediately to the AA.

I'm assuming the Receptionist phone does not have a DID or voice mailbox, otherwise this may not be a solution for you.

 

[joe2938]

Attd can not have a coverage path, does not work that way, Hunt group night service is the best solution.

 

[ZeroZeroOne]

Ah. I didn't catch the receptionist was set as an attendant. The hunt group night service button is probably the best solution in nearly all cases anyway.

 

[kbryii]

Thanks for all the replies. The phone is not actually an attendant. What I ended up doing was pointing the DID to a hunt group that only has that extension in it. I have the coverage path set so that if she does not answer it will go to the AA and i also set the night service to the AA with a huntns button for when she needs to step away. So far so good.

Kbryii
Alcatel-Lucent Certified Field Expert