Restricting users from answering incoming calls

[monet1369]

Hello Everyone,
We are wanting to restrict everyone from answering any incoming calls but our receptionist. We have tried looking in the manuals but have found no info on doing this. Our current configuration allows all customer service representatives to pick up any incoming call. Is there any way of doing this? After this is done, we want to set the system up so that if the receptionist is busy, an unanswered call is then forwarded on to another set. Is any of this possible? We are using the Meridian/Norstar Telephone system that is fairly old.
Thanks!
Amy

 

[lugerlover]

how are sets configured today..if all lines are on all sets ..then just take them off the unwanted sets...if its a group pickup thing then just change pickup groups..

 

[monet1369]

The sets for customer service persons have access to all available lines. I wanted to leave some lines on them because they do make outside calls. I did try changing the pick up group but it had no effect on the persons ability to pick up and incoming call. I may just remove the lines that receive the most incoming calls. Any other suggestions?


Thanks so much!

Amy

 

[rheusdens]

You can try setting up the system as follows:

Give everyone access to a line pool for dialing out. Remove all line appearances from the customer service sets. The receptionist must transfer to them or use a hunt group she can send the calls to. Use 9 for the pool group for example. I don't recommend hotlining the phone because it can cause problems. Assign all lines to ring and appear on the front phone but make them private instead of public and place the front phone in a separate pickup group than those that are in the customer service center. The Forwarding phone should have similar capabilities. Now no one but the receptionist can answer the calls.

 

[monet1369]

This may sound silly, but how do you remove the line apppearances from the customer service sets. I know how to remove the lines, but I am not sure that this is what you are telling me to do.


Thanks!


Amy

 

[CBasicAsslember]

Amy,

It might be useful to know how old "fairly old" is.

 

[Gabby10]

If it's an old system (Pre Hunt groups)Remove line appearances from cust.svs. phones Find an unused DN in the system, make this the answer DN and assign it to cust svs sets than FWD on busy or FWD no answer the Recpt set to the answer DN.give pool access to all the sets for dial out