Set Busy status with multiple call appearances 3

[Centit]

This might be a noob question but I am trying figure out how to set a user to a busy status when they are on the line even if they have multiple line appearances, a=, b=, c=, etc..

My scenario is that we have one person that acts as the "operator" for most calls. But if that person is on a call we want the calls to go to an "operator" hunt group and a external bell/ringer. We don't want the call to ring the extension, display on an available call appearance and then time out to that persons voicemail.

I have seen a setting in Telephony tab for Busy on Held but from I understand that won't do me any good unless there is a person actual on hold.

thanks

 

[tlpeter]

Remove the last call appearance
Then there are two left
Then reserve the last call appearance
From 4.0 you can check it at the user
Before 4.0 you have to add something to the no user but then it is system wide

RESERVE_LAST_CA=


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[tlpeter]

Sorry i am confused
Lower then 4.0 put it in the source number field and not at the no user source field

ACA - Implement IP Office
ACS - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[kholladay]

By default the IP Office will see a user with a call on Hold as "available" and if they were a member of a hunt group without Call Waiting enabled, for example, would send a second call to that user. In some cases this is not desired, e.g. I am putting the call on hold and walking away from my desk. Busy on Held will tell the system that a user with a held call is still not available to take a second call.

Likely the best way to do what you want is to create a primary hunt group with that individual in it and do NOT enable call waiting. Then place your Operator hunt group as an overflow to this original group.



Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"If it worked the way it should you wouldn't need me

 

[Centit]

tlpeter,

ok I know how I remove the c= appearance button. How do I reserve the appearance? and can I do this so I set it on in IP Office so the end user doesn't have to do this or can I creat a short code?

thanks

 

[tlpeter]

What version are you on

ACA - Implement IP Office
ACS - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[Centit]

kholladay,

I just found an AVAYA application notes document on external ringers that shows this method that you describe. One question I have is it possible to set the one person operator huntgroup's voice mail and larger paging group voicemail to that persons individual voicemail? SO basiclly if no one anwsers after if goes through the entire call flow in will fall into the intial persons voicemail.

I know its not a big deal to check huntgroup mailboxes, but the end user doesn't want to do this. Its the human element of the digital system...

thanks

 

[Centit]

IP 500 4.1(9), 5410s and 5420 sets.

 

[tlpeter]

Then you can go the user and go to the tab telephony
Then it is on the right near to the bottom
Check "reserve last CA" and then the last call appearance is reserved for tranfer etc
Then there is only one call appearance left where a call can come in and the rest will be busy or go to another extension if you did set that up


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[mattKnight]

My scenario is that we have one person that acts as the "operator" for most calls. But if that person is on a call we want the calls to go to an "operator" hunt group and a external bell/ringer. We don't want the call to ring the extension, display on an available call appearance and then time out to that persons voicemail.

A huntgroup behaves exactly the way you want.

Put the one person in a hunt group, which then overflows to the group with the loud bell in it.

A huntgroup doesn't ring a phone where any one of the call appearences is busy.

Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[Bas1234]

like matknight said, make a huntgroup but instead of putting the loud bell in the group you can use Queueing and use the new option "Calls in Queue Alarm" and select the loud bell and set the Notify options.

___________________________________________
It works! Now if only I could remember what I did...
___________________________________________

 

[Centit]

thanks for all the suggestions everyone. my last question still isn't answered, can I send the huntgroups voicemail to the an users voicemail?

If I setup the huntgroups as you all described and no one answers the operators/bell huntgroup in x amount of secs I need it to go to the first person voicemail and not a huntgroup mailbox.

 

[Bas1234]

You can, use in the Huntgroup the options Broadcast.
Then for the user add the following in the source number tab.

H<Group Name>
Allows the user to receive message waiting indication of new group messages. Enter H followed by the group name, for example HMain.

V<Group Number>

___________________________________________
It works! Now if only I could remember what I did...
___________________________________________

 

[Centit]

bas1234

I understand that and I know it will display in visual voice aswell, my problem is the user doesn't want to check multiple voice mails for huntgroups. So I can I have it fall back to that persons voicemail.

or if I am answering my own question could I not just have the last hunt group failover to that users extension...hmmmm??

 

[Centit]

to answer my own question no I cannot overflow to the user just an extension.

SO does anyone know how to have a huntgroup voicemail go directly to a users voicemail?

 

[Westi]

assuming you have voicemail Pro and don't want two different greetings you can make a leave point in VM Pro for the huntgroup and then send that directly to the users mailbox. If you need two greetings I guess you are out of luck and have to go the route with the two mailboxes and just have it light the MWI with the H"huntgroupname" source number.


Joe W.

FHandw.
ACA
ACS

 

[Centit]

Yes Voicemail Pro.

One greeting is all I want, how do I create a leave point for the huntgroup?

thanks

 

[Westi]

in vm pro under the hunt group right click add the hunt group name (exact spelling case sensitive) then there will be a leave point, from there create an option to leave mail in the mailbox of your choice. This will reroute the call for the humtgroup to the users mailbox.

Joe W.

FHandw.
ACA
ACS

 

[Centit]

Thanks, everyone got it all working using the overflow hunt group method and setting up a leave start point in VM Pro.

Also added a time profile for night service fail over. Works great.

Thanks again for all your help, much appreciated!!

Cheers!