Hunt Groups, Dummy Extensions and Line Appearances

[TheChaun]

New to IPO but coming from CM. Here is my situation, we have a Whistleblower hotline that we need to have on the Chief Compliance Officer's phone and nowhere else. So for something like this where we need a number to ring on someone's phone but didn't want the extension tied to its own phone, we'd use a Hunt Group (for instance the Helpdesk line) but the CCO doesn't want to accidentally pick up a call meant for the WhistleBlower hotline so the Hunt Group won't work because it rings on his main appearance. In CM, an extension didn't need to be logged in at a physical phone in order to put it on another phone as a bridged appearance. Is there a way to replicate that setup in IPO?

Thanks,

 

[critchey]

You can put a group button on the phone that will light when the call is coming in on that group. If you want the call to ring put him in the group and logged in if you don't want it to ring put him in the group but logged out. Depending on the phone you can have that group have a different ringtone as well. That is how I would handle it.

The truth is just an excuse for lack of imagination.

 

[TheChaun]

He wants it to ring but that won't solve the issue. If i put the Group button it will lite up on that button but it will still light up and ring on his main appearance (tested it).

 

[joe2938]

Build a dummy extension and then bridge onto one of his buttons, that should work.

 

[critchey]

If it lights the group button and rings a different ringtone that isn't enough for him to know it isn't a regular call?

The truth is just an excuse for lack of imagination.

 

[TheChaun]

How do you build a dummy extension on IPO that will ring instead of going straight to VM without it being logged in to a physical phone? right now, when I build a dummy, if i don't log it into a phone and then try dialing it, it will go straight to voicemail. Even if i add it as a bridged extension.

 

[TheChaun]

You would think that the ability to read and the button lighting up would be sufficient enough information to determine whether or not it was a call to his line or the whistleblower line...

 

[bdelmar]

Cant do a bridges appearance without a that extension being logged in somewhere.

Build the a user WhistleBlower Hotline with a user extension, do not build a base extension for it. Then on the CCO put a MADN Multi Call Appearance button on his phone for the whistleblower user extension. It will ring his phone and on that button.

 

[TheChaun]

bdelmar, that creates the same issue as a hunt group where the button for the WB hotline button lights up but it still rings on the user's first call appearance.

 

[joe2938]

No it should only ring that madn button

 

[TheChaun]

the MADN button lit up and rang but so did my main appearance and when i picked up the handset, it answered the call to the madn line

 

[joe2938]

Is that not what you wanted?

 

[TheChaun]

No, I’m trying to replicate the way bridged appearances used to work in CM where you could build an extension, not have it logged to a physical set and still have it be a bridged appearance on someone’s phone. The line will ring on its own button, not the main appearance. To pick it up you would have to hit the button it appeared on.

 

[Nutritional_Info]

Assign the Compliance DID a Line ID, ie 123. Program a Line Appearance button for Line 123 on his phone. Name the button Compliance. Call into that number and it should only ring on that button.

Not entirely sure if this would work actually, without that phone number being in a separate Incoming Line Group.