Hotline simultaneous ring on all phones

[mwag]

Hello,

I'm relatively new on the ACM, and so far had only experience on the Integral I33/I55. I'm trying to get a hotline to run as desired, and need a little "jump start" ... We are Using Avaya CM Release 7.0.1.2.0.441.23523.

We have here a hotline, which is accessible via the (virtual) extension 6000. If you hit 1 after an announcement , you will get one of the it-guys (ext. 96201, 96202, 96203, 96205), if you press 2, you will get one of my team (ext. 9019, 9777, 6969). In my first try i created a vector, a vdn and two hunting groups (ucd-mia) which work as expected. But we want all phones to ring at the same time and that you can still log out from hunting group. IPO has a function called "collective call", unfortunately it does not exist in CM7.

I have now created two coverage answer groups created with the above extensions, but now I fail to get log out working. Do you have any idea how to solve this? I'm from Germany and I apologize for my hopefully not too bad English... ;-)

Thank you in Advance,

Michael

 

[ejvl]

There is a easy solution, set the station to Send All Calls, station does not accept any call

Yes it is possible, but not in a good manageable solution, only in a creative configuration.
You can add 4 stations, for example 96300-96303
Put those 4 stations in a coverage answer group.
Then configure EC500 for this stations, for example.
96300 have an EC500 to number 96201
96301 have an EC500 to number 96202, etc

Give 96201-96205 console permissions in the COS.
Chech by “display feature-access-codes” what the activation and deactivation is for Enhanced EC500 (page 2, in my case its *61 and #61)
96201 can “login” their station with *61 96300, 96201 by *61 96301, etc.
Deactivation can by #62 96300 and #62 96301, etc.

When you call the coverage answergroup, all (virtual) stations are ringing, and by EC500 the 962xx stations are ringing also.

I know, it’s a creative configuration, but it works fine, but this programming is only effective when this customer doesn’t have a EC500 configuration yet.

But maybe there is a easier solution that someone knows.

 

[kyle555]

A terminating extension group can have an extension and it will simultaneously ring up to 4 extensions.

You can also have coverage answer groups which can have up to 100 extensions. You can have a station of type 'virtual' (so it doesn't eat a license) that only exists to have a coverage path. That coverage path can have as point 1 "c10" for "coverage answer group 10" for example, and ring say 5 times, and as point 2 have "h99" for hunt 99, which is conventionally your voicemail hunt group to go to voicemail for the extension of the virtual station.

That station of type virtual can have a mailbox and you can have an aut-msg-wt key for that extension on the 4 people's phones so they know when the group line has a voicemail, or you could just add that extension as a "secondary extension" in one of the person's mailboxes so they'd be the point-man to take messages for that group.

 

[mwag]

Creative configurations are always pretty ... ;-) Thanks! This is definitely a good approach, which I'll try first. Instead of two buttons for login and logout, I could also use the feature button for EC500, right? Then you could activate at the extension with a single button EC500 immediately, after time or disable it.

Elsewhere this is common, but we do not want calls ending in a mailbox.

 

[ejvl]

No you can't use the feature button for EC500, because you won’t activate the EC500 function for the 96201, but for the 96300 (in my example)
So you have to set the 96201 to console permissions, and the Ec500 enhanced code.

You can configure a button with autodial function, autodial *6196201 and a button with autodial #6196201 (for the other stations also)
You can change the label on the station itself, menu, settings, applications settings, personalize labels.

I hope you can understand, my English is not so good (Netherlands).

 

[mwag]

Here I am again ... ;-)

Due to illness, I did not have enough time yet to test the suggestions enough, but currently I see solutions that will cost us mainly additional licenses. Unfortunately we have only 173 licenses and 165 of them in use, so there's not much air to breathe left.

In the meantime, there have been requests for change, maybe there is a solution here. Four Extensions (96201 - 96204) are supposed to be active in the hotline all the time, which can be perfectly solved with coverage answer proups. Sporadically, the agents are to be supported by three other employees, but they should be the only ones who have the opportunity to get out of the hotline/hunting group.

I thought about setting up a virtual station for each one (96301 for 96201 and so on) and then setting each up a abrdg-app Button. I had to learn, that this didn't work. Do you have any Ideas?

Last but not least - In addition, it is desired that the own number of the for extensions (96201 - 96205) is not transmitted, but is changed by the hotline number or an other display name. For external calls, I would know how I set up, but not for internal calls. I found something about Mask CPN/Name for Internal Calls, but that didn't do the trick.