We currently have 7 incoming lines that most all users have appearing as a button on their phone. There is a primary receptionist who answers the vast majority of all incoming calls, however, there are obviously instances when she can't always get to the phone and 3 other people need to be set as backup. After every 2 rings, the phone should drop in succession throughout the 4 people who are delegated to answering incoming calls. With our old Merlin system this was possible to do and keep line appearance on the "operators" phones. With our new MICS 7.0 we've only figured out how to:
A) Have line appearance for the operators and they all ring at the same time.
B) Have a hunt group with the 4 operators and the ring delay works, but no line appearance.
Both the above solutions are less than ideal. The first one is far too distracting to the 3 backup people since they have duties other than just answering incoming calls. The second option isn't good either because this is a factory / office enviroment and certain users are all over the place. Incoming calls don't get transfered to extensions in most all instances. The caller is put on hold and an overhead page made saying, "User X, you have a call on line 3". For the 4 "operators" involved removing line appearance for option B takes that ability away from them and incoming calls would have to be transfered to their extension and if they aren't in their office they get voicemail... which according to management needs to be avoided at all costs. This all seems like such a trivial task to accomplish, but these are the only 2 solutions we have been able to come up with. Any input would be greatly appreciated because no one is really wanting to compromise on this (imagine that, users avoiding technical changes)
A) Have line appearance for the operators and they all ring at the same time.
B) Have a hunt group with the 4 operators and the ring delay works, but no line appearance.
Both the above solutions are less than ideal. The first one is far too distracting to the 3 backup people since they have duties other than just answering incoming calls. The second option isn't good either because this is a factory / office enviroment and certain users are all over the place. Incoming calls don't get transfered to extensions in most all instances. The caller is put on hold and an overhead page made saying, "User X, you have a call on line 3". For the 4 "operators" involved removing line appearance for option B takes that ability away from them and incoming calls would have to be transfered to their extension and if they aren't in their office they get voicemail... which according to management needs to be avoided at all costs. This all seems like such a trivial task to accomplish, but these are the only 2 solutions we have been able to come up with. Any input would be greatly appreciated because no one is really wanting to compromise on this (imagine that, users avoiding technical changes)
