Help setting up a hunt group with off-net requirements 1

[DavIT]

Hi all,

I have a very complex hunt group setup that I need to redo due to the problems we've been having. First off, this is the system I have:

- IP Office 406 running v2.1(77)
- 2x Digital Station add-on boxes (30 connections each)
- PRI connection with 11 channels available

Now for this hunt group... We have a 24x7 support line is staffed in the office most of the time during the work week, but is not staffed in the office on weekends. When no one is in the office to take calls, they need to route the calls to a cell phone. This seems simple enough. We have it set up so one of the phones in the group can turn on "night mode". They then use the Manager application to change the forwarding for the extension that night mode routes to to dial the appropriate cell phone. It is possible that the phone number can switch again before the next person gets into the office to turn off night mode. This just seems too complicated (and it isn't always working).

What I'm looking for is the best way to do this. I'd prefer to keep them out of the Manager application as they can easily screw up other stuff while in there. So here are my requirements:

- We can easily switch between taking calls in the office or routing elsewhere
- Ability to change the cell phone the system routes to without using the Manager app and without being in the office (if possible)
- Multiple calls should be able to go to the cell phone at once (which means they will end up going to the voicemail on that cell phone)

Is this doable?

Thanks so much!!

 

[janni78]

You could try using a forwarded user to forward the calls to the cell phone these times and let the workers call to the forwarded users mailbox and configure the foward number using the "configuration" button in voicemail pro.

Otherwise if you have a fixed set of forward numbers you could build a module in VM Pro that changes the forward number using variables that the user choose from when calling to the module.

 

[ronromano]

create a hotdesk user called "routing" point the call flow for the support group to this user. put a call forward all button on this user. when you are in the office to take the calls, hot desk in and use the forward button to forward the calls to your support group. when you leave hot desk in and fwd to the cell.

 

[DavIT]

To janni78 -

In your first part I assume I would still need to have them manually set night mode on and off for this to work? How would you organize the groups? One main hunt group that forwards to another hunt group in night mode, which then includes this user that is set up for forwarding calls?

I do have a fixed number of cell phones (or at least fixed in the sense that it only changes when employees come and go) so maybe the other route will work. I'll poke around in VMPro to see if I follow what you are suggesting.

To ronromano -

If using this hotdesk feature, how could I switch the cell phone number in the middle of the night when no one is in the office?

Thanks to both of you for your suggestions!!

Jeff

 

[ronromano]

you can set up a config menu in the vm to change the forwarding detination.

 

[janni78]

In the first example you could schedule when to set the group in nigth service or create module to the can call into and reroute the traffic to the forwarded user.

Both ways will work while the first one is a bit easier to program the second will probably easier for the users, just calling in and activate/deactivate forwarding for all calls to a specified number through a menu.

 

[DavIT]

I'm sorry but I'm really lost here. I probably should have started out by saying that I am not very familiar with this IP Office product. I used to use the Avaya Definity systems, but that has been a few years.

I am trying to set up the option you talked about janni78. Can you please explain how you would set up the groups? Also, how do you set this up in VM Pro? Any specifics you can offer would be greatly appreciated.

Thank you very much!

Jeff

 

[DavIT]

Ok, I just wanted to report that I do have it working now. I turned on voicemail for my main hunt group and removed the night mode fallback to the other group. I then opened Voicemail Pro and created the setup for this hunt group to transfer to a cell phone. I was very happy when this worked as expected.

So the only thing I would like to do is to be able to remotely change the number that is called by using a phone. From what I can tell from your comments, this is possible. How do I set this up?

Thanks again for all of your help!

Jeff

 

[janni78]

Well, one way is to create a variable in Voicemail Pro and then check it and send the call to different transfer numbers depending on it's value.
You can then make a module that the users can call into and change the setting of the variable.

This could give you an idea of how to use it

http://marketingtools.avaya.com/kno...es/exercises/15_usinguserdefinedvariables.htm

 

[DavIT]

Hi Janni78,

Once again, thanks for your help. I think we're getting there! I do have one final issue I am having with this new setup. It occurs when we have one call active to the cell phone while another call comes in.

When the second call comes in, it rings the cell phone and prompts the support person through the call waiting feature on that phone. If they do not click over, the call appears to go away, but then a few seconds later they get another prompt for an incoming call. For the user calling in, they just hear a series of rings (4-5) and then a quick clicking type noise, then it keeps ringing. So they never make it to the voicemail on the cell phone.

We'd like the calls to dump into the cell phone's voicemail if the support person doesn't pick up. Any ideas why this is happening?

THANKS!

 

[intrigrant]

Increase the ring time-out timer on the system telephony page.

 

[DavIT]

Ahh, thanks for pointing that out so quickly. Much appreciated!

Jeff