Forwarding Attendant Calls

[ceridiju]

Our receptionist would like to be able to have the option to press a button, when she steps away from the front desk for a minute to make copies or use the restroom, and have calls route to another extension. I created a VDN (5640) pointing to vector that states that all individuals are busy and to call back or press 0 to leave a voicemail. I tried call-forwarding her console to 5640, but that feature does not work. I have heard about Position Busy, but not sure exactly what that does. I have also read about attendant backup, but I read that if there are 3 calls in queue, the first call will still ring to the attendant, while the most recent 2 will route to the backup. We already have a night-serv feature administered, but would like to keep that separate from the 'break' button. What other options do I have and how do I program it?

Thx -
Julie

 

[chicagophoneman]

Have done something lke this before but it felt like more work than was needed. sent calls to a hunt group wit ATT as a member logged in the console needed multiple forced calls and sent hunt group night service to the fall back extension which was a bridged appearance and assigned a huntgrup NS button.

Which ever way you go make sure you test and retest espically multiple cals in both modes.

good luck

 

[mreillyeci]

You may wish to rethink the use of an attendant console depending on the size of the office. As a general rule, consoles work best in offices over 100 stations and shouldn't be installed in offices with less than 50. As an alternative, you can set up a regular phone with an expansion module, and assign busy indicator buttons on the set and expansion module. Don't assign bridged appearances.

Setting the attendant up with a regular phone makes it easier to cover the calls to other stations or hunt groups.

 

[rejackson]

We do this with a vector and cover path. A console doesn't have a cover path but the vector handles that. The call queues to the attendant for 45 seconds then is routed to a fake number with coverage. There is no phone at that number but the coverage path has several points and the first one is a cover answer group of admin phones who can process calls. If they dont then (in our case) the next cover point is and overhead ringer, then a general voice mail box. The attendant presses the night button when they leave the console and the 45 second delay is skipped because the queue step fails.

I resisted doing this but it covers us if the attendant is late or if there is a firedrill or other evacuation.

Multimedia? n Attendant Vectoring? y Meet-me Conf? n Lock? y
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? n Holidays? y
Variables? n
01 wait-time 2 secs hearing ringback
02 goto vector 10 if time-of-day is all 20:00 to all 07:00
03 goto vector 10 if time-of-day is fri 20:00 to mon 07:00
04 goto vector 10 if holiday in table 1
05 queue-to attd-group
06 goto step 8 if queue-fail
07 wait-time 45 secs hearing ringback
08 route-to number 100003 with cov y if unconditionally
09 stop