How to prevent one hunt group extension from being picked up by other group members

[jks728]

Hi All,

This is a new IP Office 500 v10.0 (18) system recently installed in a hospital. I received little to no training from the reseller but as IT Director my department supports the system. Here's the scenario...

x5426 = Department Director
x5427 = Department Main Number
x5580 = Department 2nd line

All extentions are members of the Hunt Group "Home Health". 5426 needs to pick up any ringing phone in the department. 5427 and 5580 need to pick up each other but NOT pickup 5426. How do I prevent 5427 and 5580 from picking up 5426? Everything is working except for that. I thought maybe "Cannot Be Intruded" was the answer but that was already checked.

We just moved from a Nortel MICS v7.1 to this Avaya system and kept most of the Nortel T7208 & T7316E phones. The extensions above are Nortel T7208's. Also new is a 2nd IP Office 500 v10.0 (18) system in the new medical office building next door. The 2 systems are connected via MM fiber. There is a single PRI coming into the hospital system. There is a single PRI coming into the medical office building system which provides for the largest tenant in that building.

The Avaya system is much easier to administer and fairly intuitive. The documentation is fair so most of what I've learned is via the Internet.

Thanks in advance.

John

 

[IPmonkey]

I'm not sure if the Nortel phones have dedicated pickup buttons or if you use short codes.

One way of doing it would be to setup 2 hunt groups.
1. HG 201 members 5426, 5427 & 5580 then setup user shortcode on user 5426 ie SC- *31, Feature - Call Pickup Members, Tel Number - 201, Line Group - 0 or Program button with Call Pickup Members 201
2. HG 202 members 5427 & 5580 then setup user shortcode for users 5427 & 5580 ie SC- *31, Feature - Call Pickup Members, Tel Number - 202, Line Group - 0 or Program button with Call Pickup Members 202

Users can then dial *31 or press pickup button to pickup calls

Cannot be intruded is to do with listening in to calls using the call listen feature.

Hope this makes sense!

 

[jks728]

Thanks for the reply. What I ending up trying was programming a button on x5427 to DIAL *32*5580#, and programmed a button on x5580 to DIAL *32*5427#. Then on x5426 I programmed a button DIAL *32*5324 (which is the hunt group containing all extensions). This seemed to work.

I confused about something: There are numerous 'canned' Group Pickup functions like:
Emulation\Directed Call Pickup
Emulation\Call Pickup
Advanced\Call\Pickup Any
Advanced\Call\Pickup Group
Advanced\Call\Pickup Members

The ONLY one of those which seems to work is Call Pickup Any. The only other option seems to be DIAL then a shortcode. I tested this on both the Nortel digital phones and the Avaya 1616/1608 IP phones. Why are there built-in commands if they don't work?

Thanks!

John

 

[amriddle01]

They all work just fine, you just need to know how to use them, also the way you have done it there is not the best way to prgramme a button for those features, you should assign the feature to the button not just have it dial a code set for the feature

 

[jks728]

Thanks for the reply. As I mentioned there was almost no training provided by the vendor/installer. The Avaya documentation is rather limited. Any recommendations for documents, tutorials, etc. which you feel are good?

Thanks.

John

 

[amriddle01]

While in the button prgramming section press F1/Help then click "Action" then click on the action to learn how to use it, do the same while in the shortcodes section but click on the feature you want to learn about, spells it all out quite clearly

 

[jks728]

Here's an example of what I mean regarding the built-in Help:
Call Pickup Group
Action: Advanced -> Call -> Call Pickup Group
Action Data: None
It says this is supported on the T-series phones

So, for x5580 (Nortel T-7208) I configured as follows:

Button = 7
Label = Pickup Group
Action = Advanced -> Call -> Call Pickup Group
Action Data = None (but also tried selecting the Pickup Group '5423 Home Heath'

It didn't work either way.

John

 

[amriddle01]

Yes, but did you read the part that exaplains the feature? It tells you that will only pickup calls directed at the group itself not the members of it, if you also want to pickup calls directed to the members of the group (DDI/ direct internal calls) then you need to use "call pickup members"

 

[IPmonkey]

From the manager help files - Call Pickup Group - Pick up a call ringing any hunt group of which the user is a member. The user can use this feature even if their membership of the group is currently set as disabled.

Use call pickup MEMBERS - This feature can be used to pick up any call to an extension that is a member of the hunt group specified. The call picked up does not have to be a hunt group call. The call picked up does not have to be a hunt group call. The function includes group members even if their membership of the group is currently disabled.

 

[jks728]

RE:
Yes, but did you read the part that exaplains the feature? It tells you that will only pickup calls directed at the group itself not the members of it, if you also want to pickup calls directed to the members of the group (DDI/ direct internal calls) then you need to use "call pickup members"

Ah! Missed that one. However, at one ppoint I did try Call Pickup Members then selected the Hunt Group 5324. It didn't work. Can you type more than one extension in the box if you are selecting the members rather than the hunt group containing the members?​

 

[amriddle01]

No, you need to select the group using the dropdown box, to add more members add them to the group you selected (in the group settings)

 

[jks728]

RE: No, you need to select the group using the dropdown box, to add more members add them to the group you selected (in the group settings)

OK, that helps. I was unsure whether that was actually a pick list or a history of previous entries.
Thanks!​

 

[tlpeter]

Program a user button for the users that you want to pickup from.
The button will blink and when you press it then you can pick it up.
It is actually a BLF button so you can call, pickup, and see the status of the user.


BAZINGA!

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

 

[hairlessupportmonkey]

I would kick out your business partner and get a decent on in!

ACSS - SME
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