Should we use ACDs, 500s, or PHANTOMs for main business numbers?

[cshbell]

Curious to know what the 'best practice' is in your experience(s).

Let's say we have a main number for our business of (555) 555-5000, meaning my DN is 5000. This is a number that will either end up forwarded to our CallPilot server to hit a CallPilot application, or else it will end up as a KEY on several digital phones for a pool of receptionists. In other words, either way, it's not a phone number with a single handset attached to it. It's sort of a virtual number.

I usually build the 5000 DN as one of two types: a) a regular analog 500 set, or b) a PHANTOM 500 set.

I build it as a 500 if it's a number I need to have as a key on one of our M3904s (we exclusively use M9316 analog sets and M3904 digital sets), because a PHANTOM can't be programmed as a key.

I build it as a PHANTOM if it's going to go straight into our CallPilot to connect to a CallPilot Application. The reason I use a PHANTOM here is because I can set an FTR of DCFW, in order to have that phone number immediately forwarded into our CallPilot.

I'd do away with the PHANTOMs completely if I could program a 500 to immediately forward (e.g., mimicking the behavior of FTR DCFW), as we have the card space for it. If there's a way to make a 500 behave like a PHANTOM-with-DCFW, I don't know it (very possible!).

Is one approach better the other?

As an additional wrinkle, our vendor interchangeably uses ACDs in place of PHANTOMs (with the ACD having an NCFW to our CallPilot). I've asked several techs about their preferences for using an ACD vs. a PHANTOM, and I've never gotten an answer indicating a distinct benefit one way or the other. It seems to be a matter of personal preference.

What method do you use for building DNs for main business numbers like this?

 

[johnpoole]

license.. the main reason we use just maxp 1 acd for redirect.. when i started here there were over 300 phantoms in use.. 250 of them were no longer needed.. that's just poor maintenance, but they do take a software lic for each.. the only reason we use a phantom now is if the enduser needs to have forward dest control..

in one case the user uses rcfw to change the pager dest depending on their on call status.. mail sends the call to a recording at night, press one to page the on call.. press one dial xxxx, an analog with the rcfw set to the inhouse pager of choice


john poole
bellsouth business
columbia,sc

 

[DocVic]

We always use ACD's to get to CallPilot. That way, the second, third, and forth call will be sent with no blockage to a port. The application can answer up to 64 ports at once.

DocVic
Dedicated to Nortel Products till the end.
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[SpelingChampeon]

I know tech's who use ACD exclusively, while others use phantoms.

Personally, if its going to be permanent, I'll use ACD with MAXP 1. If its temporary, I'll go with phantoms. But like johnpoole says, its still all driven by licenses.

 

[GHTROUT]

I've found Phantom to be about a half second faster to ring the target than ACD's. That is one thing I consider for the end user experience. Outside callers won;t know or care. Internal users can sense the delay.

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[jamie2]

Phantoms also, show up better on inventories if using MV.xls

 

[StanleySteamer]

Phantom TN licenses are pre-set and therefore do not cost anything, same as ACDNs. You get 32760 on a large system and 2500 on a small system.

Phantoms do not block calls either as was suggested.

I'm with jamie2. Management is simpler with phantoms. And you can program a name for the DN while you program the TN.

 

[guycable2]

Isn't there a limit to the amount of ACDNs you can program? I thought it was around 300. Even though the license file says 24000 on a large system.

 

[Reusser]

only problems I have found with Phantoms is - if 2 or more call come in at same time to phantom, one call will follow DCFW the rest look to Hunt - if no hunt defined or HTD -caller will get a busy or intercept.