Route DID to operator not extension

[CaptObvious26]

we recently setup a call center that will handle making appointments for our service employees. Instead of being onboard with it, they've started to give out their DID (outside number) to customers and are telling them to call them directly to make appointments. Management is obviously against this, and have asked me if it's possible to redirect those calls to an operator station instead of the users desk phone. I think this is accomplishable, but i'm not entirely certain how to do it. We user 4 digit extensions... the DID is typically 724-830-EXTN with EXTN being their extension. Can someone elaborate on how to change this route or perhaps link to an avaya support document giving examples.

 

[AvayaTier3]

Hardware platform, Definity/CM software version.
DID trunk type - analog? isdn?

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
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[CaptObvious26]

Definity CM6

DID trunk is ISDN

 

[kyle555]

Your incoming call handling treatment table should be able to take care of that.

So, if your trunks that got those calls were say, trunk 1, then "change inc trunk 1"

You'll get a table where you can specify digits coming in, and a translation you can apply. So, if you receive 4 digits, and they are 1234, delete those 4 digits and replace with 5678.

You can specify things so a single line can apply to 100 dids - like if you receive a 4 digit number beginning with 88, delete all 4 digits and send to 0, or the number of the hunt group your agents are in so it rings the most idle agent or whatever else you're doing to distribute calls.

But that'll apply to all DID calls made to those DID numbers, effectively making paying for those DIDs completely useless.

 

[7deedtz]

1)Have you tried AAR Digit Conversion?
2)Try ALSO Changing Agent-Id to NONE DID range and this will handle the whole issue for you. then implement Digit Conversion.