Mutiple extensions on one station-Same extension on multiple stations 1

[Lynx77]

Hi All,

1. Is it possible to show several extensions on one phone without bridge appearance which requires that the bridged extension be already created in another station and thus use a license and port.

2. Is it possible to show the same extension on several phones and that extension is the primary one for all phones? I mean without bridge appearance. In Nortel we use SCR and MCR keys for that case. Any similar option in CM?

3. In 9650 phones, we have 3 call appearances for the same extension. Can these call appearances be for 3 different extensions?


Thanks

 

[mikeydidit]

What are you trying to hook up Lynx77? I may be able to help. It sounds like you need a X ported number and put bridged appearances of that number on other sets?


When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[Lynx77]

I am trying to do the following:

IP phone 9650 has 3 extensions 2000, 2001 and 2002.

2001 and 2002 do not exist in other stations but only in that station so without bridge appearance.

Is that possible? In Nortel it is possible.

Thanks

 

[mikeydidit]

You would have to use bridged appearances for the other sets you want 2001,2002 on. But the system limit is around 20 (it depends on the version of CM you on running. Turn on bridge call alerting on the second page of the station forms to make them ring.

That should cover what you need? If not post the button assignment page of station 2000.

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[Lynx77]

Hi Again,

Thanks a lot for your help.
I added 2 analog stations 2001 and 2002 with port X (virtual phones) and added them as bridge appearance in station 2000. I was able to receive calls. However, i am not able to transfer them to another station knowing that i can make direct calls from these keys.
Am I missing something here?

Thanks.

 

[mikeydidit]

The problem comes in when you only have one appearance of a number. Not a second line (so to speak) to transfer off of.

To fix it

1. Make the X ported stations digital stations. This will allow you more than one appearance of that number.

2. On stations 2001 and 2002 add line appearances button 1 and button two. This will give you that second line to transfer from.

Also (and probably the best advice I can give you) download the CD documentation for your version of CM. Look in the Feature description and Implementation manual. Their is nothing out that can help you more. This will show you how to program just about anything feature related. This will help with your Nortel to Avaya transition. Here is Part of the description I found in it on your thread..

- Single-line telephones
A bridged call cannot be conferenced if more than one user is active on that call. This
is because the bridging user has no access to the call after the primary telephone user
places the call on soft hold, and the primary telephone user has no access to the
bridging user’s call appearance used for conference/transfer attempts.
You can place a call on hold using normal single-line conference procedures when the
primary telephone user is active on a call, and no other bridging user is active on the
call. Any attempt by a bridging user to bridge onto the call during a successful
conference attempt is denied.
A single bridging user can conference the call using the normal multiappearance
telephone conference procedures. Any attempt by the single-line primary telephone
user to bridge onto the call during a successful conference attempt is ignored. Any
attempt by other bridging users is denied (standard denial response is returned to the
bridged appearance).

Have a good one..


Mikeydidit



When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[Lynx77]

Hi mikeydidit,

Thanks a lot for your help.
I already have the documents but this is my first CM and I am getting more familiar.

I solved my issue using the following:

Create digital phone with multiple appearance 2001
On station 2000, I added 2 bridged appearances of 2001 and now I can transfer.

One more question please:

If I am using a hunt group and the agent put an ACD call on hold, can he receive any call waiting in the hunt-group queue or he has to end that call before? A multi-appearance telephone which is a member in the hunt group can only receive one ACD call at a time?

Thanks again.

 

[mikeydidit]

Avaya Aura™ Call Center
Release 5.2
Avaya Aura™ Call Center 5.2 Automatic
Call Distribution Reference

MCH applications
Use Multiple Call Handling in applications where you want agents to take additional calls without
dropping the active call. Examples of applications include:
? An agent and a caller may need to wait on a call for information. MCH allows the agent to
put the call on hold and handle other ACD calls until information is available.
? ACD calls may be more important to your business than non-ACD calls. Use MCH to
interrupt agents on non-ACD calls with an ACD call.
? In an EAS environment, calls from one skill may be more important than calls from another
skill. Use MCH to interrupt an agent

This should help. Its going to depend on what you have turned on under (change system parameters customer options) call center options. This can give you EAS or ACD, vectoring.

As for the transition, you will get it. It's just finding out what Nortel called it and putting it in Avaya language. Then search the CD for what your looking for. You will find these easier than the Nortel's.



When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594