Routing calls on Networked Magix

[memphisribs]

OK fellows, here’s a test.
Set-up: 2 Networked Merlin Magix’s R4.0 with centralized VM, Messaging R3.0.
Scenario: Each site has its own PRI plus the PTP to network them together.
At site 1; customer calls to this location are answered by an AA, prompt 1 sends calls for appointments to a local calling group, with delayed announcements and an option out during the second announcement to a voicemail box if caller doesn’t want to wait.
Calls to site 2 via that sites PRI are also answered by a centralized AA #2, prompt 1 sends the appointments calls for that site back to a calling group at site 2, if no-one is available calls overflow to the calling group at site 1 via the PTP T-1, this is and has been operational for a while.
Now Customer wishes to have the non-local reps at site 2 assist the calling group at site 1. But the rub comes in, that the group at site 2 is off Mondays and Thursday’s and the site 1 group must cover for them. Can’t set up overflow in both directions or call will go back and forth until all the T-1 channels are in use. No release link trunks on Magix. Magix always treats calling group with one non-local extension as available.
Out of Idea’s looks a lot like a no go, but I must see if any of you experts can show me up.
Thanks a lot, in advance just for reading this mess.


40 years in the business and counting.

 

[kmefford]

I'll respond to the easy part...
Handling calls from site #2 when they are closed can be routed by modifying the auto attendant to be in night mode on those days with the correct options to send it to the group at site #1 on the night menu.

The other part I'm not so sure about but am still thinking and waiting on other possible answers.

 

[kmefford]

actually... the site 1 cover to site 2 could be handled the same way with the addition of another calling group at site 1.

When site 2 is available (assuming they are normally available on set days) create a day menu that routes calls to a group that has the overflow group assigned to site 2.

When site 2 is NOT available, have the auto attendant set to night mode and route calls to a similar group at site 1 without the overflow.

By modifying the business schedule in voicemail, it can all be automatic.

 

[memphisribs]

Thanks for the suggestion. My real problem is that calls that overflow from a queue at the main site to a queue at a remote site must now be handled by the remote site. There is no way for the remote site to not be available for the overflowed calls, logging out has no effect. Calls that have overflowed are not available to the original queue. The remote site which has a smaller staff is intended to provide addition capacity if they can, but they can’t always cover for the main site. The reverse in not true, because the main site can always cover for the remote.
Thanks again for your assistance.

40 years in the business and counting.

 

[kmefford]

It sounds like you are sort of stuck then. There are ways to make it work the way you need it to but none of them are cheap.

The coverage from the small site to the large one should be able to be done with what I described before.

 

[jinxs]

The only solution I can come up with is upgrade site 2 with an IPO, reuse the "hopefully" 44XX phones and use VM PRO and reuse the centralized VM on the Magix at site 1. Not the Answer your probably looking for. Then you would have 1 VM at each site, no multiple T1 channels, you could network the two together still, utilizing the PTP, and use Set hunggroup nightservice to send the calls to site 1 on mondays and thursdays.

Or, you could utilize the network capilities of the Merlin Messaging system and train someone how to change the selector codes through the Admin Program.

Or...here is my other solution: Utilize AA number 3 in the Messaging. Have the Calling group at site 1 overflow to the VM. Make the huntgroup at site 1 AA number 3 in the Messaging. Have the dial 0 timeout during the day go to Site 2 calling group. Have the dial 0 timeout during the night go to the VMB for the group at site 1. Put a stupid message on the day and night....something like "please hold while we handle you call". And use the weekly business schedule to determine where the calls go on which day at which hour. If memory serves me right, you should be able to use queueing with overflow. Just that the caller will not be able to have the option to stay in queue, they will have to be transfered to the group at site 2. But then again, that is what the customer wants, site 2 to back up site 1. you would as well, need to adjust the overflow timers for calls in queue and time in queue. Hope this helps.....maybe.

A.J. Wiesner
AT&D Communications