How to differentiate on reception phone different incoming phone numbers.

[rpavlinich]

We are migrating an existing customer from an MICS with 16 channel PRI and 50 DID numbers. The existing setup has 555-1111 receive digit 1111 go to 8 call appearances set to appear and ring on the reception phone. The second DID 555-1112 receive digit 1112 is set to 8 call appearances set to appear and ring on the reception phone. Currently if someone calls 1111 she answers the phone Sales because she can tell, she has 8 appearances labeled Sales. If someone calls 1112, she answers the phone Service because she can see that she has 8 call appearances labeled Service.

How do I make it so that 4 call appearances are associated with 555-1111 and 4 separate call appearances are associated with 555-1112. The idea is to be able to clearly see who you put on hold and easily identify which group the call is coming in to? Does anybody have an idea how to do this or some kind of workaround?

Any ideas would be helpful. Thank you.

Specs:
IP Office 500 V2 rls. 8.0.43
16 channel PRI
50 DIDs
Embedded VM
9508 phones

 

[kholladay]

You don't. But you can add a tag to the incoming call route so that when the phone rings the display will show "sales" or "service"

Kyle Holladay / IPOfficeHelp.com
ACSS/ACIS/APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[rpavlinich]

Since I dont have a pri to test from, how do I make sure that I have the tag working correctly? Im testing the system on a bench here and this has to be fully functioning as soon as we plug in. And does the tag also still keep original caller ID info? E.g caller call from 555-1111 and tag is set to "Sales", will it just say "Sales" on the screen or the caller ID then Sales?

And could I simulate the tagged incoming call by looping an analog ext on my combo card to one of the trunks? I tried, but it gives me no caller id or tag, it just says External.

 

[kholladay]

Yes the original caller ID is maintained but how much information is displayed depends on the type of phone sold.

You could test it using the default incoming call route (the one with just the incoming line ID but no incoming number as the analog trunk wouldn't have an incoming number).

Kyle Holladay / IPOfficeHelp.com
ACSS/ACIS/APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[tlpeter]

Tag's do work but groups would do it too.


BAZINGA!

I'm not insane, my mother had me tested!

 

[rpavlinich]

Thanks guys. I tagged the incoming call routes and it works great. The receptionist had a little bit of a learning curve because shes used to just looking down at a cluster of buttons and lines. Tlpeter, how would you use groups? Have the incoming digits be routed to different hunt groups with the receptionist in each group? Then you can see on the display what hunt group the call is routed to, correct?