Merlin Legend DIDs COVER and PARK

[zeromeg]

I have a client with a Merlin Legend that has a PRI coming in. Their main number is sending the digits 7067. The range of extensions is in the 7000s. I setup a series of phones including two operators to cover 7067.

It rings and they can pick up no problem but I'm it seems that when a call comes in this way that they can only put one call on a park zone.

Is this because of it being a cover or is there something else wrong? I thought it might be SA buttons so I added a few more, same problem...

FYI - When you park the call the cover button blinks. does say it was parked.

Thanks!

 

[tdaugirdas]

You probably need to add more call handling ability to each operator phone - by adding SA-Ring buttons to them. I would say they need at least 5 or 6 - maybe more - depending on call volume to your main number(s).

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[zeromeg]

Tom,

I added SA Rings to the phone but it doesn't appear to help... It is simply acting like hold and won't take any more incoming calls, just one on the operator phone that answers...

I'm thinking it stems from the fact that the original call is a cover. In other installs where they have one operator and it rings there directly I've never seen this problem. There it was just a matter of the number of SA buttons...


Jason

 

[dagwoodsystems]

True operator positions cannot cover for another extension, so the two extensions covering 7067 must be of the garden variety, regardless of how those persons function in the business.

Now what about 7067? Is it an adjunct? And is coverage handled by a Bridged Appearance or a Primary Cover button?

 

[zeromeg]

7067 is an unused actual extension and the 8 phones (2 operators) each have primary cover buttons for it.

 

[jinxs]

Hmmm, you are in a pickle. You can't use SAA on Operator consoles. You are limited to one primary coverage button on the console. How about group coverage? The problem at hand, is when you park a call to a park zone aka 881, the call is estinally put on hold on the call apperance the call came in one. So, since you only have 1 Primary Coverage Button on each console, you can only recieve 1 Primary coveraged call of 7067. Since it is a PRI, you could route 7067 to one of you Consoles, then use the other as a backup with group coverage. That way, the first "primary" console could receive multiple calls, the second would back up the first, as well as the other 6 phones.
Second option would be the ol' loop around. You could create a hunt group, add as many analog ext to the hunt group as you wish, loop the analog ext to analog trunk ports, assign the trunk ports to the DLC Consoles. Then use primary coverage on the remaining 6 phones.
This is just two of the many other options that you have..you could go Full AA, send calls to a group and add a delay anouncement to queue the calls. Then let the operators handle one call at a time while the other callers hear Music on Hold.
You should not, would not, could not go QCC. Said Sam I am.
Hope this helps.

A.J. Wiesner
AT&D Communications

http://www.atd-comm.com

 

[cvrbob]

I would on the coverage stations add a call pickup extension #
button ,when the coverage rings , use the pickup up button instead of picking the coverage button

 

[zeromeg]

Hmmm.. We do have the pickup button on the phone so let me try that idea. I'll create one for each extension they are covering and see what happens. The looping would work as well but more to go wrong than if the p/u idea works... They could p/u as many calls as they have SA buttons correct?

 

[merlinman]

I did the LOOP AROUND this very afternoon.

But it's usually way to complex to be used often.

No one understands how it works.

IN fact, I forget most of the time.

 

[zeromeg]

You get people coming in and screwing things up because they don't understand why the loop...

Although it takes up more buttons and took some getting use to, the pickups on the specific extensions worked great to get around the problem. Would be nice if one button could do both aspects but it certainly does the trick and is a lot easier to support than the looping...

Thanks!

 

[TouchToneTommy]

It's hard to get them to press the pickup button instead of simply lifting the handset, which will answer the cover button - just human nature.

Can you put a chime ringer in the area of the two operators, connect it to a S/L port renumbered to 7067, then put the pickup-7097 button on the Operators? That way, they can lift the handset while the chime is ringing, and press the P/U button to pull the call to their own SA button to answer.

 

[SYQUEST]

zeromeg,

Or you could renumber one of the operator stations to 7067 and then SSA the same to the other operator phone and depending how many buttons are available would determine how many SA s you can program.

These are set up as DLCs?

....JIM....

 

[zeromeg]

Normally we have the attendant answering for 99.5% of our customers and then they make their selection. Also, most other customers really took advantage of DIDs for their people.

These guys are a bit old school in that they wanted all phones to ring. The external ringer is something that I thought would be best, cut the speakers out in the place and have the ring come through but the main receptionist sits with the service department and the other receptionist is with sales and the bulk of the calls are of course for sales...

There are covers for sales and for service on the main receptionist. The parts department has their own. The 2nd receptionist has sales. The catch is that sales and the main dealership number are not separate.

What I have is the "main" cover on the two receptionist phones and 6 others. Thats 7067. The main receptionist also has 7068 which is the "service" cover. That rings on her phone and the 5 other service area phones.

If after three rings 7067 isn't picked up it goes to an attendant asking the caller to dial their parties extension or to press 1 for sales (rings 7065), 2 for service (rings 7068), 3 for parts (rings 7069), etc...

If the call is for sales it rings 7065 which is "sales" and that rings on 8 sales peoples phones... If nobody picks up then it goes to a general mailbox that the 2nd receptionist checks.

SYQUEST, yes they are DLCs but that would only save me one or two covers but might make it easier for the operators. It's tough to do programming/testing though when they are in operation which is 7am to 8pm and dealing with the main two terminals in the place...

I agree that nature is to either p/u or hit the button that is ringing.

I like the idea of the external ringer but I would want it to have different tones for the different extensions as it needs to cover the entire dealership and I'd have to convince them to spend the $$$...