Getting only one key to indicate when there are two appearances?

[KrisBoutilier]

So, on my old Norstar system I could have a line appear on more than one key on a set. The first call that arrived on the set would start it ringing and the indicator next to the 'first' line key would start indicating. When a second or subsequent call arrived and the first call was still in progress the indicator next to the second (or subsequent) key would indicate. The indicator would simply hunt up the keys. All good...

Now, when my CS1000 was configured by the installer they configured each TN with its prime DN on key 00 SCR (eg. 6901) and a different DN on key 01 SCR (eg. 7901) and used LHK to 'overflow' the second call into the second DN. I was informed that this was how multiple appearances needed to be done on release 4.5. Fine, a little odd and costly in terms of assigned DNs, but no real problem...

Finally, we had some DNs programmed on the system that appear on multiple TNs (such as the IT helpdesk). Unfortunatly, as installed, they were SCR which caused any one call to block all the operators. We converted them to MCR and, voila!, multiple concurrent calls on multiple TNs, as expected.

Now we've added a second appearance of the group DN (eg. IT helpdesk) on a phone that already has two of its own DN appearances. Eg. on an i2004:

KEY 00 SCR 6901 1 MARP
01 SCR 7901 D MARP
02 MCR 6441 D
03 MCR 6441 D

LHK 2
EFD 6888
HUNT 6888
EHT 6888

This seems to work fine from a dialplan perspective, however the first incoming call on 6441 always flashes the indicator on both key 02 and key 03, unlike the Norstar which would only indicate on key 02 unless there really were two concurrent starts on 6441... it hasn't been too much of an issue for helpdesk staff, but now the users at large would like the same facility and I'm worried we're going to be spending a lot of time trying to explain the phantom second call. The 'fix' would seem to be to create yet another DN (7441) and use it on key 03, but then what would the interaction with LHK be like? And how would we add a third appearance as 8441 is not available?

I can't believe CS1000/Succession would be less capable than lowly Norstar/MICS in this regard (one indicator per underlying call per TN for MCR keys).

Any suggestions?

 

[acewarlock]

Your talking apples and oranges. A norstar is a KEY System and the Lines your talking about are the Trunks that come in from the Telco. You pay a monthly fee for each Line.

The CS1000 is a PBX and the Trunks don't term on the phone , but are DN's and they don't cost you anything and you have 10000 or more already in the System.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[acewarlock]

Also depending on how many Agents you have, it might be better to use the built in ACD to distrubt the calls evenly amongst the agents so one doesn't get all the calls and everyone else just sits there watching. You should go to Admin school and you will understand the system better and know what it can do.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[KrisBoutilier]

I appreciate the underlying difference between the Norstars and the CS1k - I had the Norstars set up using the 'PBX template' with full PRI and a few hundred sets rather than traditional square/hybrid. The lines in question are (or rather were) DIDs.

What I'm getting at here is the business of the visual indicator. Surely there has got to be a way to convince the UNISTIM display manager to just indicate once per start, per DN appearance, per TN rather than the current all DNs per start, per TN?

The 'offical' recommendation has been to purchace full ACD queuing, but that seems like a sledgehammer approach, and then we'd be managing a whole raft of queues as well as umpteen-hundred hunt DNs too...

 

[KrisBoutilier]

You have a point - it would be worth getting full certification to really be able to leverage the capabilities of this platform without having to rely on accessing the expertise of others.

I posed the question here even after sifting through the documentation and talking with the installer because I hoped there would be someone out there who had already given consideration to the same issue.

If this is truly how multiple call appearances are designed and intended to function in the context of a single Succession set, then so be it.

 

[acewarlock]

I'm thinking the terminology your using is Norstar and there isn't any similarly to the CS1000.

What your calling lines are intercom Keys and you can have the same thing thing on the PBX.

tell us what your wanting to do, but not how to do it.

I don't see having to managing a whole raft of queues as well as umpteen-hundred hunt DNs too. I have managed PBX's with 1000's of phones and many Queue's.

Calm down an explain what you want to happen.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[GHTROUT]

You could experiment with the feature Busy Forward Status, or "BFS" keys. Not sure it will accomplish exactly what you want, but "one key will report the status of any number of lines" on another phone.

GHTROUT.com | FAQs | Recent Replies

 

[johnpoole]

one key ten numbers

key 0 mcr 1000
key 1 mcr 1000
key 2 mcr 1000
key 3 mcr 2000 last hunt key 3.. then if someone needs to know if that station is off hook on any line... they get a bfs x x x x on the station that is monitoring...

one reason some people have trouble with a switch is they try to make it work like a key system... on a pbx you answer then transfer.. you don't put the line on hold and yell for bubba to get line 3... once customers get used to transfer, pickup and park... your life and theirs will get better

john poole
bellsouth business
columbia,sc