Single DID to ring to three sets. 1

[santiagon]

I have a new one that is pretty befuddling, let's see if anyone can figure this out.

First and foremost, my system config:
(2) Cabinets / Power Supplies
(1) Legend R4.2 v6.0
(6) 408 MLX Cards
(1) 008 MLX Card
(1) 007 MLM Merlin Mail
(1) 100D PRI Card
(2) 016 T/R Card

All of our lines come in from the PRI, the copper COs aren't even touched anymore.

Our main operator's desk gets swamped during the day, to the point where we want three people answering the calls. Since everything's been converted to DID-world, calls that would've rang on the 'square-key' extensions are no longer doing so.

A call to 610-555-1000 (DNIS 1000) will go only to ext. 1000, as opposed to 1000, 1001 and 1002.

I tried using primary coverage keys at 1001 and 1002, and they work, but a caller can only deal with one inbound call at a time.

I also tried doing QCC, but there were user problems (never put on the position busy or forgot to press Night). The other problem with QCC is that our voicemail didn't cover after x-many rings without an answer.

Does anyone else out there have a solution that may work?

Nicholas Santiago
Telecommunications Analyst
Commonwealth of Pennsylvania

 

[tdaugirdas]

Well - if you upgraded your processor software - you could set up an "All Ring", autologin group with the three extensions as members and the 1000 line attached to the group. If you needed voice mail coverage as well - there is a looparound trick you could use to do so - but I am not sure which software version has the "all ring" group - I believe you would have to go to Magix R4. Maybe Legend R7 had it as well - you would have to check the reference manual under the different releases. Maybe someone else has a better solution.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TouchToneTommy]

Add a "Pickup Ext. 1000" button to 1001 and 1002. Train them to use this button to answer when the "Primary Cover 1000" button rings. That will pull the call from the Cover button to their OWN SA buttons. It's hard to not just pick up the handset when it rings, however. You can also remove the line preference, although that also affects outgoing calls.

 

[merlinman]

Another really dirty nasty trick you can do is assign the COVER BUTTON to a NON EXISTANT BUTTON, beyond the size of their phone.

That is, if they have a 10 button set, you can assign the COVER BUTTON to button 11 or so, with the PICK UP BUTTON where they can see it.

Thus, it will ring, they will have no visual, but they can answer it with the Pick UP button.

 

[TouchToneTommy]

Got to thinking, if you have any S/L ports, and a pleasant sounding external ringer, you could put that in a common area, make it the primary coverer, and put the pickup button on 1001 and 1002. Then they wouldn't be answering automatically by lifting the handset, but again use pickup button to grab the call from 1000.