Park/Pick clarification

[lanstein]

I'm a little confused on call parking/picking... first off, I have an MICS v.6.1. My employees fall into general categories - Operations, Sales or Trading. The trade desk is totally separate - their lines do not appear on the CAP and they do not necessarily even need to be able to transfer calls to/from other departments.

One of the biggest problems with our current system is that every desk has every line on the phone, so people are constantly picking up the wrong held calls. From what I gather, a held call can be "parked", then retrieved with I/C+park code. This takes care of the picking up someone else's held call problem - I think.

Another issue: a call comes in and the caller needs general help from anyone in a certain department. I *think* if I created call pickup groups for Sales and Operations, the receptionist could page the appropriate department for any available person to pick up a call from the parked group.

Is such an animal possible, and/or is there a better way to do this and/or am I totally confused? What pickup group would the receptionist need to be in? Is it easier/make more sense/cause less confusion to my users to page any available operations person to pickup 101?

Thanks in advance!

Jay Lanstein
VP - Technology
Cantella & Co., Inc.

 

[rhowlett]

You could use SWCA for the sales/operations group pickup problem. Give each of them a special SWCA key. Then the receptionist would park the call on the appropriate SWCA key and page for any available to pickup on 502(or whatever the SWCA extentions are).

 

[rhowlett]

Check out this thread. It explains the SWCA pretty good.

http://www.tek-tips.com/viewthread.cfm?SQID=887615&SPID=799&page=6