New setup - no receptionist, ADA issues

[jayisgod2]

Hello,

Equipment: Mitel 3300 PBX, phones are Mitel 5212 and 5224. Lobby phone is Mitel 5302 IP phone.

Our business recently changed to a no-receptionist setup; in our lobby, we have a phone, and when visitors, deliveries, customers, etc comein, the can pick up the phone and press the 'HELP' button, which will send them to an auto-attendant that will route them to the appropriate department/person to assist them. This setup is currently working well for us.

The issue that we have was brought to us by our HR department: If we have a visitor who is visually or hearing impaired, they would be unable to use our solution without assistance.

As far as visually impaired goes, our HR department is working on it.

For the hearing impaired, I have been asked if there is a way for the customer to dial a number on the phone keypad, and have a message immediately sent to someone who can go to the lobby to assist them?

What we are hoping for is for the destination line to ring, and, when picked up, play a pre-recorded message that someone requires assistance in the lobby.

Is this something that is possible to do with a Mitel 3300 system?

Any pointers would be greatly appreciated.

 

[LoopyLou]

Not quite sure if you can do the pre recorded thing as it involves calling a number that then triggers a recorded annoucement to call another number and play when answered. You might be able to setup something on the voicemail. What type do you have?

A simplair alternative could be if the hearing impaired called a hunt group with a name Assistance, then anyone with a display phone that answered should see the "Assistance" and be able to figure out they need to go to the lobby. Hunt group might not be the best option but you should get my drift i.e no need for a recording.



I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[jayisgod2]

LoopyLou,

That is the setup that I currently have, although I have used a ring group instead of a hunt group - When the hearing impaired calls the number, it rings to a specific group of people, with the name 'Lobby Assistance'. I was hoping to have that as an interim solution until I found something else, but it's better than nothing.

As far as voicemail, you ask what type I have. What do you mean by type?

 

[LoopyLou]

embedded voicemail on the 3300 or something external like a Nupoint or Exchange server.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[jayisgod2]

Ah, sorry.

I am using embedded voicemail on the 3300

 

[dryaquaman]

There are a few Viking devices that may get you closer.
I'm thinking a re-purposed door opener connected to a door bell button.
Press the button, the Viking rings down your ring group.

Dry Aquaman

http://www.university-music-on-hold.com

 

[LoopyLou]

The issue then is that you only want one phone in the lobby and any hearing impaired person is going to come in and hit the help button like everyone else. This will send them to the AA which they may not be able to hear. You would have to create a second button for the hearing impaired but the problem is that if the button is pushed it will have to go somewhere that then causes a RAD device to call a user. Not sure that is possible.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[jayisgod2]

Thats what I'm finding too - it doesn't look like it's possible to do what I want.

I think the current situation, with the ring group, will have to do for my current purposes. If they want something else, I'll have to look into it later.

Thaks for all the input.

 

[AlphaMann]

If the phone is only being used to call for help and no other function (like a courtesy set) why not just set the phone as a hotline and send it to wherever you want when the phone goes off hook? IE a menu mailbox for different departments, or ring group etc.

 

[LoopyLou]

That would require two phones in the lobby and the original request was to have a recording played when the person answers. There a lot of work around but remember the caller will be hearing impaired so they might not be able to hear a message of some type. You could always do as suggested a speed dial to a hunt group so the person answering the call sees the hunt group name of assistance and goes to the lobby. I believe that is what is being done now.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.