Programming help!

[NLCMH]

Hello we have a Definity G3, with one attendant console.
Is there a way to limit the queue of the console? I believe the default queue value is 5? Is there any way to limit this to 3?

Also, is there a way to redirect calls that would normally go to the attendant to another extension?

Our attendant operator has to not only answer the phone but do face to face contact with customers. She is overloaded, and we are trying to limit the amount of calls she has to handle and any one time by sending them to another extension.

I have done this for extensions, but never the attendant console.

How can I do this? Or is it even possible?

Any advice would be greatly appreciated. Thanks folks!

 

[Bahamian1977]

CHANGE CONSOLE-PARAMETERS and you can change calls in queue warning level (not sure if that is what you mean)

I believe you more than likely are asking to setup another person as a fall back operator. One of the ways is if your incoming trunks incoming destination is currently set to the attendant.
1, Create a new hunt group with the attendants extension (you can find her extension number if you do a list att) and the other extensions you wish to use as temporary operators as members, set the group type to ucd-mia( this makes the call go to the most idle agent) and an unused extension for the group extension field.
2, Change the trunks incoming destination to this new group extension number.
This will ring the extension in the group that is most idle.
If you wanted to ring all of these phones at once you would create a terminating extension group instead of a hunt group. Hope this helps

 

[NLCMH]

That was very helpful!
Instead of using a most idle extension, is there a way to set it up so that after the attendant has reached her call limit of say 5, the call can go to another extension?
Thanks again for any input.
Much appreciated.

 

[NLCMH]

Bump