Shared operator or main line duties help

[cknipe]

Hi,
I am working with someone and trying to help them design their front desk strategy. We have 12 offices that we want to direct calls to a central location. There is a lot of problems with missed calls due to people either being on the phone already or just not picking up. So I proposed sending those calls to an acd group for the operators. Each DID is pointed to a different group that way when the call rings the set, they see the company name at the top of the screen and know which company the customer is calling for.

Unfortunaly they are now to go back to the old key system way of being able to answer 4 calls in a row, while putting each person on hold and then coming back to them as you get off each call (rude in my opinion). We just removed all analog lines from all of the sites and replaced it with centralized PRI's so all that key system bs is out of the question.

Does anyone else have suggestions on how to get close to that older scenario. The system is an MXe running 4.0 sp3.

 

[kwbMitel]

Keylines could be programmed on the answering positions
Keylines would then be added to ring groups. (make sure same keyline can be added to multiple groups, I've never tried)
Program Group Park Keys (to be used for 1 call on hold each) so that calls can be placed on hold without keeping a keyline busy.

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What's most important is that you realise ... There is no spoon.

 

[cknipe]

Ok I Just created a key button on my phone of 3366. Then created 2 seperate ring groups and it does allow me to add that Key line to multiple groups. It looks like this is going to work. I'll update this if I find that there is a limitation somewhere.