Panasonic KX-td1232 and TVA 200 VM program senario

[realfoneguy]

I have a customer with a double KX-td1232 and a TVA-200 VM. It is not using auto attendant.
What the customer has is a separate 2 line hunt for the service department and 2 extensions that handle that work. Each of these people have personal voicemail.
What the owner wants to have happen is the following:
If a call comes in to the hunt and both EXTENSIONS are busy, he wants the call to go into a que saying that someone will be right with them. When one of the extensions goes free, the call will ring that extension. He does not want the waiting customer to go to voicemail in the loop, just to check the 2 extensions for when they are free and ring the phone. If both extensions are busy, he would like the call to be forwarded to an outside phone number.

So in a nut shell, call comes in, extensions are busy, send call to que, after x amount of time, send call to outside number (in this case a national service call center for repair.) The que will say something like "Please wait for the next available agent".

Any ideas, I have a couple, but want to see what others would do. Brad

PS, my idea is to send the calls on these two lines to DIL after X rings the group assigned to the extensions, if no answer or busy, have system pick up the call and state the above announcment. Provide the customer with an option of ringing the extension group again or sending the call off premise to the external emergency call center.

Thanks for any other ideas. Brad

 

[obtsystems]

It will depend on the system software level, there wS a call queue card or disa card for the 1232 which would play thanking you for waiting messages.

The td systems saw calls coming from the aa as internal calls and would not follow intercept table to send any where.

If you set up the lines to go to AA first with thank you for calling message and set only no dial entry to the service group. If that group is busy or does not answer you can have it go back to the voice mail with options to leave a message or hold.

How many lines do you have in total as it will use two to transfer called to outside line. Also do you have cpc siginal on your lines or isdn so the line will clear down after caller hangs up

 

[realfoneguy]

Software level of the 1232 is version 6. There is a total of 10 lines, but this is broken out as a service department as the owner wants to be sure any service is handled right away. Yes, there is CPC on the lines, no issue there. I would think the TVA200 would have some sort oif way to not need the DISA. That was my other option. I am aware it will grab another line to make a call out. There are lines available to do that. I know it will give the option of a message or hold, but could I send it to a custom menu and have it call out by waiting on the line using no input to trigger call off premise?

If I were to use the disa, can that call off premise. I believe the TVA 200 has a hold message capability built in.

 

[realfoneguy]

Hoping for some suggestions here, Please let me know your thoughts. Again, working with a double 1232 version 6 with the new and latest software for the TVA-200. Thanks for any pointers.