Need to block extensions dialing each other, replace with hunt group 1

[BrightTech]

Good morning all.
I am hoping there is a solution to this.

I have a customer with CCR, IPO V6.0(18). What they want to do is prevent anyone in the company from dialing the agents in the call centre directly, but rather if the caller dials the agent number, eg 8950, then replace it with 4001 (Hunt Group)
I could always do this on an INDeX, but on IPO it does not allow me to modify an extension number. Any Ideas, I have tried:
Dial: 89XX
Feature: Dial Extn
Telephone Number:4001

And various other combinations.

Thanks in advance,

Kevin

 

[tlpeter]

Why are you trying to solve this with the ipo ?
I would tell those users that when they call an agent they get fired.
If you have CCR then you can report this stuff easy.
Show them the reports and scare them


Homo sapiens non urinat in ventum

honey, i fried the IP Office !!!

Sarcasm, it's only one of the services I offer.

 

[BrightTech]

Hey customer is King and what customer wants, customer normally gets....

The problem is certain agents are being targeted because they are better than the others, I am sure you know this story...

 

[hairlessupportmonkey]

unfortunately the IPO will ALWAYS call an extn over and above any other numbers on the switch.



ACSS - SME

 

[BrightTech]

Ok so with the bad news that you guys are giving me, what report would you suggest I run so that management can tackle the people phoning the agents directly? I would like something that just reports on internal calls, I have not seen anything like that, and whilst I am on reporting when will we be able to report on B/NA reason codes?

 

[IPOfficeIreland]

yes it can be achieved. If your dial digit count is 3 or less and your call centre extenion are on a different numbering plan than other extenions you can do this without too much complications.
e.g. call centre 8501...8599
other extensions 8901...8999

Then use the short code
89X
Dial Extn 4001

So that the system won't wait for the 4th digit 89xx it will route after the 3rd. They can still dial each other no problem.

 

[tlpeter]

Hey customer is King and what customer wants, customer normally gets....

Sure, the customer should stop nagging and tell his staff that they need to listen.


Homo sapiens non urinat in ventum

honey, i fried the IP Office !!!

Sarcasm, it's only one of the services I offer.

 

[NYSTECH]

You could create a user rights and have a short code like 89xx
dial
4001.

Then select all the non call center users to be part of it so they can't dial the agents directly

 

[BrightTech]

I have done the 89X, dial , 4001, and with the combination of using digits dialed = 3, the system still find the best match in the original extention and dials that...

 

[intrigrant]

Create a group with the number like 30 and all agents starting with the number 30xx
Then if anyone tries to dial the agent they go into the group.
This can easily be bypassed with BLF key though.

 

[Westi]

and don't forget to put the boss into the group 30

intrigrant good thinking

Joe W.

FHandw., ACSS

insanity is just a state of mind

 

[robboardman]

if they have vmpro, add announcements for the user and set the playback to 0 seconds for the first announcement, then edit the announcement in VMpro to transfer to group 4001

Robb

 

[BrightTech]

Hi Robb

If I set the announcements to 0 in the VMPro, surely this will affect the transfer of calls tot he agents, would it not create a never ending loop?

Thanks in advance
Kevin

 

[busster]

Can you bar each of the individual agent extensions in the user shortcodes, allowing only the huntgroup extension to be dialed?

 

[amriddle01]

You can't stop extensions being dialled using shortcodes, as they are a lower priority match than extn numbers, the only way is making a user/group with a shorter extn that matches first as Intigrant cleverly suggested

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[IPOfficeIreland]

But you can!!!!
If you have dial Digit count set to 3 or less and your extension numbers are 4 digits, the system will use the 1st 3 digit match it gets.

I know this works and I have just double checked that it still works in 6.0.18.

I have dial digit set at 2. Extensions are 3 digit,
i have ext 201-299
i create short code 2N Dial Extn 500 which is a group

As soon as I dial a 2nd digit after 2 it routes to 500.

 

[IPGuru]

TheTaker
|These solutions could result in problems dailing external numbers.
especialy in the UK where IP office useres do not always dial 9 for a line.

Obviously adding 9 for outside calls is not difuicult but it dose bring us back into the 19th centruy like our US cousins

I do not Have A.D.D. im just easily, Hey look a Squirrel!

 

[amriddle01]

Indeed, just don't do it (if your'e in the UK anyway)

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[BrightTech]

Well I am in SA, so the rules governing the UK do not apply .

So I am going to try this tomorrow and will let you know of my success.

Thanks for the suggestion Taker

Cheers

Kevin

 

[amriddle01]

I'd swap the "not needing to dial 9" for the weather you have any day

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers