Group Transfer/Cover on Group No Answer

[LanceLeffler]

I have a Merlin Magix 4.0.

I have auto attendant setup and working great. I am now looking to make a couple groups that the auto attendant selector-code-transfers to ring a backup group if there is no answer after so many rings. I'm worried that this is an unsupervised transfer. Any ideas? Pardon my ignorance but the phone system at my company just became part of my ever growing IT role and I have scoured the manuals to no avail on this one. Thanks for the help!

 

[LanceLeffler]

Just found this on another thread and it looks like my problem. Any way around this. The owner doesn't want the users to have to log in or out. Thanks!


Telecomboy (Programmer)
7 Apr 11 19:20
If it's a PRI and you have it set to group ring, the only time it will overflow is if everyone is logged out or they are all on calls already.

 

[merlinman]

That's the way it works.

The owner needs to re-think his priorities. Does he want it to work to meet his call center needs or not?

I have explained this to clients and once they know the system WILL DO THE JOB, they opt for having their PROFESSIONAL PHONE ANSWERING PEOPLE log in and log out.

I say it that way 'cause he is paying them to answer the calls, so they are PROFESSIONAL, and he is paying them, so why not make part of their job requirement LOG IN and LOG OUT as required?

I had to do it the whole time I was a Tier-3 Engineer in both Tech Support and Sales Support, so to me, it's not that big of a deal.

Again, does he want the people he pays to answer the phone to do their job?

I would think so.....

The robot can only do so much for you.

http://home.comcast.net/~merlinman

 

[merlinman]

Well, There is another way, come to think of it.

But, it involves everyone having a line that is made out of an Analog extension.

Kinda clunky, but it may fit your needs.

http://home.comcast.net/~merlinman

 

[TouchToneTommy]

How many people in the "groups"?

If 8 or less, transfer from the AA to an adjunct extension number, and use Primary and Secondary Coverage buttons, with Immediate and/or Delayed ring settings to ring the phones.