Legend operator console setup 1

[bwtbill]

I'm managing a Merlin Legend with about 30 stations that just got upgraded from 12 POTS + 8 Analog DID, to a single D100 card (16 DID Voice + 8 Data). The voice channels respond normally when configured as "TIE Trunks", and inbound/outbound calling (inlcuding DID mapping and Merlin Legend Mail) works properly.

The problem is the operator's station. Originally, incoming calls only appeared on 10 analog lines (none of them DID). Whenever new calls came in, they'd roll over up the lines, and the operator would follow the blinking lights to handle incoming calls. Now, I've mapped all 16 DID's to buttons on the operator console (MLX-20), and they light up... whenever.

I think the operator can follow this new scenario, but I'd like to know if anyone has any better ideas. I've been trying to program the trunks into a group, then defining that group having coverage on 8 "virtual" extensions, followed by having those 8 extentions ring on the console. I was not able to generate this configuration, however, in a reasonable period of time (~8hrs).

Any help, comments, ideas would be appreciated. Thanks, in advance!

--Bill Eichin
weichin@backwoodstech.net

 

[franke]

Bill,
DID trunks should not appear as line appearances, for the reasons you stated and more. Plus it defeats the purpose of DID which is that each DID number corresponds to a specific extension number. If the call is intended for the console operator, it will ring on her SA button(s), if it's not ringing on her SA button, then the calls not for him/her. DID trunks are usually programmed by your provider as circular hunt, i.e. the first call will come in on trunk one, the second on trunk two (even if trunk one is idle)the third on trunk three (even if trunks one and two are idle) and so on until they cycle thru all available trunks and then it starts all over again. It won't be long before your operators start drooling and talking to themselves.

Placing the trunks into groups will have no effect and in fact may create more problems if those groups are assigned to ARS patterns or are assigned to the default Pool 70. DID trunks are incoming only, pools are for outgoing calls. If you program them into a group, your users may suddenly experience 'No dial tone' conditions, since DID trunks have no Dial Tone on them, and do not have the ability to make an outside call.

franke

 

[bwtbill]

"Been there, done that" with the no dialton problem The new CLEC brought in a T1, split into 8 data channels and 16 "DID-plus" lines, as they call them. There's inbound signaling on each line for DID-style routing, but any line can be used for an outgoing call, as well. The Legend "TIE Trunk" option works in this fashion.

The operator phone rings for an incoming call, and one of the first two buttons light up, for the first two inbound calls. I'm not sure what happens to the third inbound call.... The operator phone doesn't ring for direct-dialed calls.

What I'm getting at here is, calls come in on one of 16 channels of the T1, and the signaling causes the call to be mapped to the operator phone. What I want to emulate from these conditions is a hunt group, where the incoming calls "stack" so the operator has some semblance of order and control regarding the incoming calls.

Any ideas? I don't think the Legend can do it.... --Bill Eichin
backwoods technologies llc

http://www.backwoodstech.net/

 

[TouchToneTommy]

Your carrier is sending DNIS digits to indicate that the call is for the old main number, and that either matches the operator's extension number, or is ending up there as an undefined extension.

Either add more SA buttons to the console so that there are more possible places for the calls to ring through to, (they will "stack" from the bottom to the top), or (and I hate to recommend this one), change the DLC console to a QCC console. I don't like QCC's, because you need a dedicated person just to answer and transfer calls, but if your office is set up like that, give it a try.

 

[bwtbill]

Ahh, a light just went on I will try adding more SA buttons tomorrow (I think that's actually the answer to my question).

Thanks! I'll keep you posted. --Bill Eichin
backwoods technologies llc

http://www.backwoodstech.net/