I have a sticky problem. We have a control center with a group of individuals who rotate through the job. In the past they would all use the same desk, phone and workstation. In a recent remodel they were all given their own desk, phone and workstation. The phones were all the same, 2616's, with the same numbers ringing on SCR keys, but the prime number was their individual extension. Now, when the Dispatch control center number is called ALL the phones ring, however, when the operator answers the ringing continues for some period, (up to 6 seconds or so) before the caller and the operator can hear each other. This is not making anyone happy, to say the least! I changed all the phones to have the common number as an MCR key and this worked wonderfully, as long as there was more than one operator working. At night there is only one operator and we found out that there was a problem. If the operator was on a call on the main extension, and another call came in on that extension, all the other phones with the extension MCR would ring. Even if the operator hung up his current call he would not be able to pick up the ringing call unless he went to one of the ringing phones. The number of calls they receive sometime gets quite large, especially during an emergency, and this issue was a deal breaker. I reprogrammed the phones with SCR keys and now we are back to the extended ringing issue.
We are on a CS-1000E and do not have Symposium or whatever the call-center software is now.
Any direction would be appreciated!
Mitch
We are on a CS-1000E and do not have Symposium or whatever the call-center software is now.
Any direction would be appreciated!
Mitch