Recpt. pick up at other sets HUNT group

[lvNortel]

I have a MICS 7.0 with 8 CO lines that are set to RING at DN 200. To make sure the recpt. gets the CID info all the time I have the lines DRT at a set in the phone room for 1 ring then DRT to her DN.

This recpt. walks all over the office and needs to answer the calls at DN 200. This is a big office so she can not hear her set. I wanted to use sets near the copier rooms, kitchen and hallway to ring so she knows when a call is coming in. Because they have so many lines I can not display them on all the buttons so that is why they are set for RING and not RING APPEAR.

I thought I would set up a HUNT 601 include all of these DN's and the PRIME for each line would be HG 601 so the DRT would ring 601 and all the sets would ring. That would not work. It would not let me enter anything after 6. I also set up ANSWER DN for 200 at each of these sets and it would not ring when DN 200 was dialed.

Any suggestions?

 

[curlycord]

I am confused.
Ring Only will give Auto Caller ID on 6.1 and up.
Go to Capabilities/Telco features and change each line to caller id = Y



=----(((((((((()----=
curlycord

http://www.curlycord.com

 

[lvNortel]

Yes, but only between teh first and 2nd ring and they wanted to make sure the recpt. does not answer the calls to fast. If she answers on the first ring she will not get the CID info..

 

[lvNortel]

Why can't I get the LINE to go to a PRIME that is a HUNT group number for example in this case the HG is 601 why wont it take 601 as a PRIME so that after the fist ring the DRT to PRIME is 601 which will ring several sets at once.

 

[allworxguy]

You can't prime to a HG. It must be a valid DN. Also a broadcast HG will only ring one call at s time, even if some the phones in the HG are idle.

Use ANS DN. To get all call types to ring an AND DN key change the ANSWER KEY type.

SYSTEM PROGRAMING > FEATURE SETTINGS > ANSWER KEY > EXTENDED.
The default is BASIC

In the phone room phone use CFNA delay one ring to 200 or train the reception to answer on the 2nd ring.

Marv ccna

http://www.telemarv.ca

 

[Multimedium]

As you noticed, a prime set can be just that: a set. It cannot be a hunt group. This is how Nortel designed the feature.

About CID, I agree that it would be nice if it was done automatically: the set would start ringing when and only when the CID data is received. If you really want that, you would have to switch to ISDN.

For now, I think the better thing to do is to keep it simple: ask the receptionist to answer calls only when CID is shown on the display. However, there are some flaws in the setup you are describing that would prevent that. Let me point them out.

First, DRT will only display "DRT Line001" while ringing on the prime set. In order to see the name or the number, your receptionist would have to use Feature 811. I think it is better if you simply assign the lines to ring the receptionist set. As curlycord mentioned, make sure to program the set to automatically display CID for those lines.

Second, Hunt Groups will only route one call at a time to a member. If your receptionist answers a hunt group call at the kitchen set and another hunt group call comes in, the kitchen set won't ring. Once again, I think it is better if you simply assign the lines to ring the other sets. If you want to use hunt groups instead of assigning lines to the sets, the trick is to assign each line to a separate hunt group. Hunt groups display CID automatically: no programming required.

Third, Answer Keys are set to Basic by default. That is, Answer DNs do not ring for callbacks, forwarded calls and transferred calls. I think it should be set to Extended, so that all calls will ring.

 

[Multimedium]

I just saw allworxguy's post.

You didn't say if displaying CID on the sets before answering calls was a requirement.

If it is, line assignments to the sets or multiple hunt groups, like I suggested, are the way to go. You will also need an Answer button for extension 200 on the other sets for internal calls.

If it is not, line assignments to the receptionist set or CFNA, like allworxguy suggested, are good enough. You will also need an Answer button for extension 200 on the other sets.

CFNA shortest delay is 2 rings. It means that calls would start ringing on the reception set and the other sets when the caller reaches its third ring.

 

[lvNortel]

Thank you for the suggestions. I am going to try these. The recpt. does not need to know who is calling. She must answer all calls and so it does not matter if she sees DRT or the CID name. The big issue is when she transferrs the calls to the different staff and attys and also when the CP takes messages that the CID name and number are recorded in the mailboxes and the unified messaging folder.

I have never used EXTENDED so I am going to look up what that is used for in the manual.

 

[lvNortel]

I guess I am still confused as to what the ANSWER KEY feature really does and why it would be used. Can you give me an example of what it would be used for?

 

[lvNortel]

I found this on a post and I think I understand. So if I change it to Enhanced then the ANSWER DN should now ring for the DRT to PRIME at set 200?

BTW yes I have used that little trick of assigning a GH number for each line. That works pretty good. I wish they would have addressed that a long time ago that would have allowed for multiple HG calls instead of just one. I don;t know what they were thinking when they designed it that way. I mean who does not get more than a single call from time to time. They could have designed it to allow 1 ,2,3,4, etc. lines as options.


POST:

Up to eight answer DNs can be assigned per telephone. The Answer key
setting in Featr settings allows you to determine what types of calls will
alert at the telephone for the Answer DNs assigned to any telephone.
Answer key changes do not apply to portables.
Press CHANGE to select the settings: Basic, Enhanced, and Extended.
With the default Basic setting, answer keys do not ring for:
• Prime set call capture
• call forwarded calls
• other answer key calls
• priority calls
• voice calls
• ringing service
• callbacks
The Enhanced setting is the same as the Basic setting except that answer
keys will ring for overflow call routed calls (special case of Prime set call
capture). Answer keys will not ring for line transferred calls (although
Basic will ring).
The Extended setting allows ring for all call types except priority calls and
voice calls.

 

[Multimedium]

Hunt groups are designed to distribute calls. It is a feature to build a basic call centre. In a call centre, you usually don't want a busy agent to take a second call. Instead, you want calls to be presented to available agents. That is why hunt group calls only ring available members.

 

[Multimedium]

As for Answer Key, there are various settings for various uses.

Let's take the example of a workplace with a manager, a secretary and other employees. The secretary has an answer button for the manager and she only wants to be alerted when transferred calls and internal calls ring the manager's phone. In that case, the Answer Key setting should be set to Basic. In that scenario, if the manager transfers a call to an employee and that employee doesn't answer, the call rings back the manager's phone only. Since the secretary didn't transfer the call initially, the callback doesn't ring her phone.

Let's take the example of your workplace, with a receptionist who shares her time between the front desk and some offices. The reception set is the prime set, so calls may be ringing for a bunch of reasons: incoming call, forwarded call, transferred call, callbacks, DND, DRT and so on. The phones in the offices have no line appearances, but they have an answer button for the reception phone. Whenever the phone rings at the reception, the phones ring in the offices as well. In that scenario, the receptionist is alerted of all kinds of call when she is in an office.

 

[Multimedium]

So if I change it to Enhanced then the ANSWER DN should now ring for the DRT to PRIME at set 200?

Yes. DRT fall in the "prime set call capture" category.

 

[allworxguy]

The biggest flaw in a broadcast HG is it only presents one call at a time. Even if a phone in the group is idle, if the HG is busy and another call comes in, the idle phones won't ring. For an idle phone to ring it must be a distributed HG.

Marv ccna

http://www.telemarv.ca

 

[Multimedium]

I don't get it. If a member is available, it should ring.

A member can only receive one HG call at a time. In a broadcast HG, the first call rings all the members. When this first call is answered, the next call rings the remaining members.

If a member puts a HG call on hold, it remains a HG call. The member is still considered busy. However, if a member releases, camps, parks or transfers a HG call, it is no longer a HG call. The member is considered available.

It might be easier to understand when the HG appears on a button.

A member can only have one representation of the HG. In a broadcast HG, the first call appears on the button of all the members. When this first call is answered, it remains on the button of the member who answered it. The button is freed on the remaining members, allowing the next call to appear on their button.

If a member puts a HG call on hold, it still appears on the HG button. The member cannot take another HG call because the HG button is not free. However, if a member releases, camps, parks or transfers a HG call, it no longer appears on the HG button. The member can take another HG call because the HG button is free.

 

[allworxguy]

I don't get it. If a member is available, it should ring.

You'd think that's how a broadcast HG should work, but it doesn't. The 2nd call is queued.

Marv ccna

http://www.telemarv.ca