Mobile devices and Definity CM2

[TelcoJohn]

I currently am running an old Definity CM 2 system and have been asked to find a possible solution for mobile users. We have 200 traveling sales reps currently using iPhones and would like to be able to leverage call handling to provide option to callers. I have reviewed several apps and ideas, but am unable to come up with a solution to this request.

In order to provide a 100% solution to this issue, sales reps would need to keep their original cell numbers, be able to screen incoming calls and if they choose not to answer, be presented with options for contacting customer service (press 1 for customer service, 2 for inside sales, 3 for ect....).

If anyone has seen an app or other product/solution to this sort of request please let me know.

Thank you
John

 

[AvayaTier3]

Hardware platform? Definity / CM software version? (cm2 is not a version)

Determining CM software versions and hardware platforms

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

39 years Bell, AT&T, Lucent, Avaya
Tier 3 for 29 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[TelcoJohn]

The system is an S8700 running CM2:

Operating system: Linux 2.4.20-AV15 i686 i686
Built: Mar 15 09:42 2005

Contains: 02.1.118.1
Reports as: R012x.02.1.118.1
Release String: S8700-012-02.1.118.1
UPDATES:
02.1.118.1-10885 activated hot CM 2.2.1 Service Pack


Thank you

 

[mattKnight]

>ales reps would need to keep their original cell numbers, be able to screen incoming calls and if they choose not to answer, be presented with options for contacting customer service (press 1 for customer service, 2 for inside sales, 3 for ect....).


This may be simplistic - but until the call gets to the PABX you will struggle - meaning that if your customers call the reps on their cellphone; your call handling options are defined by the cellphone.

You will need to get all the customers to ring the rep through the PABX - and I suspect that, even then, CM2 will not have the features to make this fly. You will then need some kind of adjunct to do the fancy routing. AVST CX-E is one that might fit the bill.




Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[AvayaTier3]

ec500 will work for this load.
display system-parameters customer-options

page 1 will tell you how many licenses you have. Default is 5 free ones.

display system-parameters customer-options                      Page   1 of  11
                                OPTIONAL FEATURES

     G3 Version: V12
       Location: 1                            RFA System ID (SID): 1
       Platform: 6                            RFA Module ID (MID): 1

                                                              USED
                                         Maximum Ports: 44000 4449
                              Maximum XMOBILE Stations: 36000 115
                    Maximum Off-PBX Telephones - EC500: 36000 5
                    Maximum Off-PBX Telephones -   OPS: 36000 0
                    Maximum Off-PBX Telephones - SCCAN: 36000 0

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

39 years Bell, AT&T, Lucent, Avaya
Tier 3 for 29 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[mattKnight]

>ec500 will work for this load

Aah, I thought EC500 was more recent than that. Once again pleasantly surprised!

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[TelcoJohn]

Interesting. I have EC500 setup on my cell phone so that I can hand out my desk phone number and have it ring on my cell. I was not aware I could have calls pulled back into the PBX via the cell number.

Thank you very much

 

[AvayaTier3]

Cover path will govern answer point when ec500 cell does not answer. Calls can ring cell and go to cell number's voicemail or be pulled back to go to cover points including the extensions voicemail
in the switch. It's a matter of programming and timing. It works great. I believe Avaya will still let you add licenses for additonal ec500 RTU.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

39 years Bell, AT&T, Lucent, Avaya
Tier 3 for 29 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[TelcoJohn]

It looks like the EC500 only works if the caller dials the office number, not the cell number, is this correct? I have been trying to change the business proces for what number they hand out, but the current request is for callers that dial the cell number to be intercepted or handed off to the PBX somehow.

Thank you

 

[AvayaTier3]

Office number must be dialed.
There is documentation on support.avaya.com for Extension to Cellular. This feature changes and has many differnces in the way it works. cm2 when it was released is not as robust and feature full as it is in cm4, cm5, cm6.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

39 years Bell, AT&T, Lucent, Avaya
Tier 3 for 29 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[TelcoJohn]

Thanks Bsh. I think at this point they will need to change the businss process as the technology just does not seem to be there to intercept or hand off calls that originate on the cell number.

Thank you