Line Selection...

[mjwilson12379]

Hello all,
I have a situation with upgrades from POTS lines in hunt to PRIs at all of our 28 locations. Problem is, of course there is no way to program all 23 channels onto buttons on the front desk phone. They all ring in on the sys access buttons.

When the receptionist receives 3 or 4 calls at the same time, she puts one on hold, but does not remember what line it was on to pickup.

They tell me they are loosing calls, etc. What can I do? I am thinking of:
a) verify w/ my CLEC that the incoming calls hit channel 1 first, then 2, 3, etc instead of using the least channel used method.
b) program 10 line buttons on her phone for incoming calls for channels 1 - 10.
c) make sure outbound calls grab the lines from the pool starting at 23 and working down.

We have DIDs on each office ext, but for whatever reason, the Agents like to give out the main number instead of their DID.

What do others do in this situation? It was fine when we only had 12 pots lines, but now we are having difficulties.

Am I on the right path above? Better solution? Thanks.

They are all the latest magix release, large display phone at operator ext(s).

Thanks,
Mike Wilson

------------------
Michael Wilson
Dir. of I.T.
REMAX Allegiance

 

[TouchToneTommy]

You can't make the outbound use lines from 23 downward, because outbound pools are circular in picking which line to go out on. You could seperate the channels into two pools, and use one of them for outbound, but that doesn't seem efficient.

I would put some additional System Access buttons on the Operator's phone, and teach her to PARK the calls for others to pickup.

 

[merlinman]

I would use more than 2 pools, probably 4 at least....

AND YES, teach her to park.

 

[Ghostin]

as TTT and MM said, teach her to park! Program some park buttons on her console to make it easier. Forget about seperate pools for in and out, just causes issues when dealing with PRI. Give her plenty of SA buttons as TTT said.

 

[franke]

Force the receptionist to transfer the calls and let them go to voicemail. I've found that once you explain to the powers that be about lost productivity, calls, etc., that the memo's are pretty quick to go out requiring the users to use their DID numbers and not use the recetionist as their personal secretary.

franke

 

[Pepperz]

Mike:
If the receptionist can't keep up with the calls, then maybe she needs help, particularly at the busiest times. Withoug using an AA, one operator can only talk to one person at a time. You may want her to transfer the call, rather than park it. Also, press for the use of the DID's more. That will take the load off the operator. You simply have a bottleneck, and if the calls are fast enough, no one can keep up. I've seen really busy operators firing operating the console like a fire control panel on some weapon system, they do it, but it's not pretty, not professional, and certainly not proper. You could go to a QCC console, but that may only only serve to stack up the calls.

Pepperz@charter.net