Mutiple Call Appearance Handling Question

[rachelle]

All:
I will thank you in advance for your help in this matter. I am sure that it won't be too taxing for most of you. I am pretty new and we are using CallManager 6.something. Any assistance would be a huge help. Thanks!!!


Here is what the office needs:
X2000 is Main Published number. This number is on a few different phones. They want callers to present to all phones. If one X2000 is on that line, they want the other 2000s to ring. After no answer, ever, they want the caller to go to a Menu Service.


Here is what the office is doing:
X2000 is Main Published number. This number is on a few different phones. If one X2000 is on that line, the next call in, goes directly to the Menu Service. Callers are complaining to the staff and now, the staff is complaining to us.



How would you handle this situation? They need a ring no answer timer to send calls to Menu and they need all phones to ring, even when on X2000 is busy. My first thought is that all X2000 lines need to have a busy trigger moved up and Max calls moved up. My second thought was also to have all X2000s have a 16 second ring no answer. Then, I started to second guess. I am afraid that if I make that change, the Menu Service may not kick in. I am about to start digging through the Features Guide and hoped that you might be able to save me some time and hair-pulling.



Rachelle

no matter where you go, there you are.
"This participation is personal and does not represent the United States Census Bureau." They make me say this.

 

[trvlr1]

I think this should work:
Add x2000 on all the phones you want it to appear on ( you may want to do this test on just one additional phone to start with) Towards the bottom of the Directory Number Config page you will see Multiple calls/call waiting section, in here set the number of calls and busy trigger up to say 4 and 4 for this test on both phones. Make your test calls to the extension, answert the first, then make a second call, the second phone should ring with the ability to answer it (a different window will show ringing on both phones)this will allow up to 4 calls answered at the same time, this number can obviously be upper if needed.
Also in the call forward section in the same page, set no answer ring duration to what ever you wish for it to transfer to the auto attendant/voice mail etc.
Try it and let me know how it works for you.

 

[rachelle]

2000 is on 4 sets. Only one set has its Max Calls and Busy Trigger bumped up. The other sets are still set at the default. Only this one user wanted to catch the additional callers. Max Calls is 8 and the busy trigger is 6. She now, can see those additional callers, in the display of her phone. She can put the original call on Hold and retrieve the added caller. This seems to be what she wanted. It seems a bit limited and that is why I was asking about using the Barge function or even creating a Line Group.

What is most typical?




Rachelle

no matter where you go, there you are.
"This participation is personal and does not represent the United States Census Bureau." They make me say this.

 

[trvlr1]

In our case we do different things according to the wishes of the user. We have a few that have multiple numbers on the main phone which "roll over" to each other, in others we have it set the way you describe above, it all depends on the technical ability of the person using it. If they are more tech savvy what you have set in place will work out well. This can be easily expanded to multiple phones which ever option you choose.

 

[rachelle]

What did you use to create your 'roll over'? Did you use a Line Group, Hunt Group, etc.? I am looking to have options and different tricks up my sleeve for different scenarios. How do you do, what you do?



Rachelle

no matter where you go, there you are.
"This participation is personal and does not represent the United States Census Bureau." They make me say this.

 

[trvlr1]

When building the extensions, use none DID numbers for the numbers you want to roll the main number to. As you add each number, in the Call Forward and Call pick up section, just forward the number to the next one in the list instead of voice mail when busy, the last one goes to voice mail. You need to decide what you want to send the call to if no one is there to answer it, usually voice mail rather than the next number as all you will get is the caller listening to endless ringing while it searches down the phone.
Does this make sense?

 

[trvlr1]

P.S. This will require a 6 button phone to accomplish of course.

 

[rachelle]

Thanks for the tip. That makes total sense to be able to manually direct the flow.



rlc

no matter where you go, there you are.
"This participation is personal and does not represent the United States Census Bureau." They make me say this.