Send an Skill call to an external number

[telular]

Hi guys

I'm working with an Avaya S8500 Media Server.

I have an ACD system configured, It works with a vector and a hunt group (I use the hunt group like Skill) The hunt group type is UCD-MIA, so when the VDN extension is dialed, the vdn send the call to de Vector an the call enters to the skill queue. I use Agents to log in the system so if there are availables agents, the call enters to the extension where the agent is logged in. It works fine and I have no problems, but I would like to redirect the call to an external number but I don't know how to do that because the calls are redirected to agents, not to particular extensions, so even when I forward an extension to an external number and I log the agent in, the calls rings in the extension, never go out to the system.

Do you know if there is a way to send the call out of the system trough an agent?

Thank you very much

 

[DAVIDPAYNE]

Why would you want to do that?

Calls to skills are part of a ACD, they should be answered by agents that have the correct skills, and are available.
The phone system can not tell if an off site number is available.

 

[thejkro]

I agree with David. Maybe we're not understanding what you're actually looking to do. Are you want to forward the call to an external number when all the agents are busy or unavailable? Like a night service or something like that?

 

[telular]

Hi again an thank you for your answers

The situation is that I have 3 agents, they are logged in the system at the same time.

One of them has a familiar emergency and have to travel out of the city, so he'll working at home but we want he can receive the calls in his home phone like if he was at the office, so I redirected his extension to an external number an then I logged his agent to the system. If I dialed his extension number directly, the call is redirected to the external number, but if dialed to the vdn extension, the call is redirected to his extension but can not goes out the system, but I don't really know if it is really possible.

Thanks again

 

[DAVIDPAYNE]

Do they have a vpn access from home into your network, if so use IP Agent.

 

[telular]

No, the users don't have vpn access to my network, that is my main problem

 

[DAVIDPAYNE]

As far as I know then the answer is going to be no, unless you can get some sort of office connect at their house.
The ACD is setup to be on site, IP-Softphone, and IP-Agent are on site as far as the system is concerned.
The switch is not going to route an ACD call off net. The switch has no way no of knowing if that phone number is busy or available to take a call.

 

[telular]

Ok, thank you David, I need to look for another option for this situation, I prefer to know if something is possible or not because sometimes you waste a lot of time looking for solutions that does not exist.

Have a nice day

 

[DAVIDPAYNE]

Ok, I am not sure why this works, but I just found out that a call to an agent ID that is logged in an Auto-in will also ring the EC500 number. It is working here.

 

[telular]

Oh! Thank you David, I need to investigate more about how it works (EC500), it sounds interesting and this could work because it’s really good to have many options.

Probably you know this already, but I would like to share with you something that someone explained me. It works but not in my case (because the user doesn't have VPN access to my network) but I think it’s really interesting:
You can configure an IP extension (the IP extension will be just the medium to make and receive calls in an external number) and configure the softphone like Teleconmuter, in this kind of configuration you can specify an external number (a land line or a mobile line), so when a call enters to that extension, it'll be redirected to the external number you specified, so you can log your agent in by taking a line (when you take a line in your IP extension, the external number rings so you take that line and in your softphone dial your FAC to log in, log out, etc. your agent), so when a call enters to the ACD you could receive it in an external number.