mlx10d to cover dlc operator position

[tonythetech]

Hi, does anyone know if you can setup an mlx10d phone to cover a dlc operator position that has 6 trunks with immediate ring. The person on the dlc answers the incoming calls without using an auto attendant. When she is away from the phone I want a way for other phones to answer the incoming calls on the different trunks. Hope this makes sense

Thanks

 

[tonythetech]

Sorry forgot to mention that the 6 trunks are in a pool.

 

[gregarican]

I believe that a line can be programmed for individual pickup on more than one phone, so you could go to the MLX phone and program the buttons line pickup there. It's Pickup-->Individual-->Line on the display. Of course you're taking up 6 buttons of the 10 available on the MLX phone so things will get a little tight.

Otherwise perhaps you could make these 6 lines part of a group and then one button could be programmed on the MLX phone as Pickup-->Group-->assigned group #.

Experiment with these options of individual and group pickup on the MLX phone. One of them should work for you.

 

[pjolly]

Couple of options...
You can put a "cover" button on an extension or extensions for the operators extension, and set it to ring immediate (rings concurrently with operator) or delay (begins ringing after a couple of rings if the operator doesn't answer it).
You can program a pick up button (or use pound 90) to pick up the ringing console. (Only really works if the covering extension(s) can easily hear the console)
Receptionist can forward (feature 33 plus extension to be forwarded to) her extension to another extension. This is the most flexible, but doesn't work great during high call volume. (Cancel forwarding by pressing feature 33 and entering console extension)

 

[gregarican]

Good call, pjolly. I forgot that personal line buttons that are set to immediate or delayed ring like this can be used for just regular coverage. That makes it a lot easier since the MLX could just have a single Primary Cover button assigned to it to take the incoming calls.

 

[tonythetech]

Thanks for the suggestions. I programmed a primary cover button to cover the operator with a pickup button. This worked to answer a call coming in, but if a second call comes in right after the first, the MLX 10d can't answer the second incoming call even if it puts the first call on hold.

 

[TouchToneTommy]

In addition to the Primary Coverage button, add a Pickup Ext. XXX to pickup the Console Extension.

When the Coverage Button rings, DON'T answer it. Press the Pickup button, which will pull the call to the phone's own SA buttons, and leave the Coverage button free for additional calls.

 

[pjolly]

Another option that would make the "cover" extension ring for second calls would be to put a couple of shared SA buttons on it, one for each of the SA buttons on the console.

One other thing that would completely cover the situation: Assign the "Cover" extension as an operator position, and put all six lines (delayed ring) on it. On reflection, this is probably the best resolution, although it will use up nearly every button on that phone. Of course, most features can still be accessed using feature codes instead of the convenience of pressing a button programmed with the feature.

 

[tonythetech]

I thought that if you program trunks into a pool that you cannot assign those same trunks to buttons on anything other than DLC or QCC.

I tried to program the first trunk to a MLX-10d phone and it assigned the whole pool to that button.

Just gota keep messing with it.


Thanks again

 

[gregarican]

Here's the specs per Avaya documentation:

"Lines/trunks assigned to pools cannot be assigned as Personal Lines (on buttons) on any extension except a DLC. Calls that come in on lines/trunks assigned to pools, however, can be programmed to be received by one or more QCC operators."

There are apparently a myriad of options to get what you need. Not to confuse things, but here's yet another one. What do y'all think about this one?

1) The extensions you wish to cover the DLC operator calls are made members of a Calling Group. For example, extensions 200, 201, 202, and 203 are all made members of Calling Group 777.

2) The DLC operator has a Forward button programmed on the their telephone.

3) When the DLC operator is away from their position they forward their extension to 777.

Wouldn't this satisfy the needs of the situation?

 

[gregarican]

Oops, forgot one thing. Then you'd have a phantom extension (like you setup as a voice mail conversion number). Have an unused adjunct automatically covered by Calling Group 777. For example, if your adjunct is 300 then you forward the DLC operator phone to 300. Since 300 isn't "real" it is automatically covered by Calling Group 777. The necessary extensions get the incoming calls then.

 

[tonythetech]

Thanks very much for the help. I took gregarican's approuch and it worked.

Thanks