New problem, need suggestions on solution

[itcmerlin]

We have a Legend 7.0, we don't have an AA (nor plan on adding this feature).

We have a issue that has sprung up recently due to personnel changes. We have 2 people who along with other duties are responsible for answering the phone. One works from home on Mondays and will work from home full time during the summer due to day care costs. The other has young children as well and misses days randomly due children issues. So it has sprung up that both women are out at the same time.

The President of the company doesn't want the managers and engineers "wasting" their time manning the phones and we don't have anybody else willing or able to answer them.

Currently what we have done when both women have been out was remote call forward all incoming calls to the person who is set up to work from home. She takes a message and emails the appropriate person to call them back. For the most part this has worked, but it leaves no possible way for someone to reach anybody in the office. This led to a scenario that is a problem: One of the salesman was on the phone with a customer and wanted to add an engineer to the conference call. He couldn't do this with our current set-up, so I am looking for possible solutions.

The most obvious solution would be to add AA and only enable it when both ladies are out of the office.

We have 4 incoming lines (in a hunt group at the TELCO) in pool 70 and all 4 are being RCF'ed. We could remove 1 of the lines from the RCF so that if necessary employees could have a direct access number. Since it uses 2 lines to RCF, what would have when a RCF call is already in process and another call comes in on Line 3 but it can't be forwarded since Line 4 is no longer set up for RCF? Would it ring internally or give a busy signal?

Another option would be to add 1 or 2 lines from the TELCO that are not part of the hunt group and set them up as "direct lines" for the Production and/or Engineering managers. With this option would they need to be in Pool 70 (or would we even want them in pool 70)? I'm assuming that even though they are set up as "direct lines" that since they are going through the PBX, they would be able to forward the calls to another extension in the building.

Your thoughts and suggestions are appreciated. Thanks in advance.

 

[HiDesert]

Wouldn't it make sense to hire a receptionist who can sit at the console full time.
What your trying to do sounds like too much work....

 

[itcmerlin]

HeDesert,

We already have 2 receptionists (at least that is one of their primary duties). The problem is due to weather and family issues, occasionally neither one can make into the office.

We need a solution for the occasions when that occurs.

 

[WikiTech]

If you are currently not utilizing a night service group, that would be your easiest solution. Example: If no one is available to answer your switchboards, establish a list of backup extensions, populate the night service auto-attendant with the same menu as your day menu, assign a "night service button" to the console, activate your night service and now your incoming calls will ring at your backup group, until someone can man the switchboards.

 

[itcmerlin]

WikiTech,

First we don't have an auto-attendant. Second we are already using the Night Service Feature. In our case the Night Service is setup on an extension that will ring throughout the building and the receptionist enables it when she is away from her desk (or after hours) so that she (or anyone else) can answer the phone anywhere in the building. Which works great as it is only on occasionally though out the day.

The problem arises when both receptionists are out of the office all day (which has occurred twice this week). The boss doesn't want the Managers or Engineers spending all day answering the phone. He wants them to be able to do their primary duties instead of filling in as a receptionist.

 

[TouchToneTommy]

Add more lines in their own hunt group to the system, and an auto attendant to answer them. Get the receptionist's the feature "Call transfer with disconnect" on their home phone lines. When they receive a call at home, they will flash, dial the pilot number of the 2nd hunt group at the office, wait for the auto attendant to answer, dial the desired extension number, and disconnect. The call will end up occupying Line 1 (where it came in), Line 2 (where it went out to the home bound receptionist) and Line X (where it comes back into the system). Or, it's time to upgrade to an IP office, and have the ability of using VPN phones at home but be part of the phone system just as if they were in the office.

 

[WikiTech]

ITCMERLIN, Think of Night Service as a toggle-on/toggle-off ring transfer for your incoming calls. Not using Auto-Attendant simplifies your issue. ReThink your night service group members to include a few people who can help answer incoming calls. I know nobody wants to, however, your issue a temporary one that can be worked around with a few programming changes (less than 1/2 hour) by adding a few folks to the group. You can even delay the ring for secondary backups. You can also address the same issue using Primary cover buttons for the switchboard/console,however this would be a more steady way of answering callers and does not have the flexibility of activating/deactivating Night Service as you need it.

 

[wireboy]

use the service provider's call forwarding. once forwarded, the initially dialed line is idle, the directory numbers on lines two through four are not forwarded and are available for any user.

42