Sl1100 - VRS Queue Announcement

[Lectrician]

Hi.

I have an inward DID number hitting auto attendant. Caller gets a press 1, press 2 for different departments. when pressing for the department, it rings the department group. If the phones in that group are busy, it fires the 22-15 dept-group VRS queue message which is played to the caller letting them know they're in a queue.

It's working fine, but if the phones are ringing and and there is only one person to answer them for some reason, the caller just gets ring tone. They only get the queue message if the phones are all busy. Is it possible to fire a queue message if the phones ring for a while? I can't find a setting for this. I don't want to do it an trunk level, as don't want other DIDs getting messages.

Thank you.

 

[belevedere]

You may need to provide a department group log out button on those phones. MB 15-07, item 46. Then train the users to log off the group when not there.

 

[Lectrician]

Thanks for that.

One other thing. If three phones ring, and a user hangs up, their phone doesn't start to ring again. The other two phones continue ringing. Is there away to make that users phone respond and ring?

Thanks.

 

[Lectrician]

I think what I am trying to do is direct the incoming call to a ring group rather than a department group once they press "1" at the auto attendant. This is not permitted though? The other option a VE,but 2 of the phones in use are just SLT cordless phones, and so not able to ring with a VE button?

 

[belevedere]

You could use call forward both ring for the SLT's. Set the VE to ring and appear, MB 15-07/09, then set the VE to CF both ring MB 24-09.

 

[Lectrician]

Thanks.

On the MFT, I have set a VE to ring and appear on a function button. (15-07 & 09).

Do you mean to set call forward on the VE? So when the VE rings, it will ring the MFT and also forward to the SLT and that will ring? How would I forward the VE to ring two SLTs?

Thanks!

 

[Lectrician]

I have today used the VE option. I forwarded the AA to the VE, and the MFT and one SLT (forwarded both ring) do ring. The trouble is call queuing. If my max calls on the DDI table is 4, some are listening to message, but some end up hitting the VE when it’s maxed out, as assume only 2 calls will work before unobtainable from AA.

We’re getting an unprecedented amount of calls since reopening after COVID.

We don’t have the staff at the moment to answer all the phones, and they’re busy doing other things. We had hoped our 8 lines would cope and queue calls is the dept group to the phones spread around the main work area. It’s not an office. People are floating around working, if a phone rings, they answer.

It’s annoying the AA greeting can’t go to a ring group.

I think we’ll have to try ringing just one phone, the phone being in a dept group of it’s own with a call queuing message. We have 8 lines to queue. I prefer to not be engaged.

If the dept groups allowed a phone in the group which hangs up to ring, that would also cure the issues.

Callers from outside are using the BT call back, so if a line becomes free it is instantly filled with a new caller.

Who would have thought a restaurant would be hammered so hard for table bookings!?! From next week the callers will just get an AA announcement saying to visit a website to book a table. We’re waiting on the site to go live. In the mean time, the staff dread pressing the “day” key. The site is B&B too, so “press 2” for B&B works OK, and the 2 staff there can cope.

Whats the options? Bearing in mind things will change sometime next week? I would anticipate the weekend becoming busier :-/

Belvedere. I thank you!

 

[belevedere]

Set the max calls option to unlimited. Let the timers take care of the additional callers. Or, set up a poor man's ACD. Use CF busy/No ans on the VE to send the caller to the AA, record a message, (please stay on the line for the next available agent), then use the UNSCR statement to go back to the VE. The caller is not in Queue, but like I said it's a poor man's solution. Set one of the Multilines to ring no ans to the SLT.

 

[Lectrician]

Thanks for your input, it is much appreciated.

From tomorrow onwards, our online booking is live.

We are going to have the AA answer with a message saying "to easily book a table, please visit our website" etc, and "if you don't have access to the internet, press 1 and a staff member will deal with your request". Pressing 1 will ideally then ring 3 phones (one MFT, two SLT). We're hoping most people will head to the website, but who knows.

I think I understand going to the VE, and if busy, heading back to an AA message, but not sure what "then use the UNSCR statement to go back to the VE" means?

If I set a MFT to no answer to an SLT, the SLT won't ring immediately?

Why don't they allow a single digit AA to route to an extension group? :-( Or have a pilot number for extension groups? It just seems logical, and most other systems can do it.

Thanks Belvedere.

 

[belevedere]

You have far more features and functions for an inexpensive system than most. If you need more, then you can spend more and purchase a system more suited to your needs. There are ways to program the system to work as close to what you want. I suggest replacing the SLT's with a wireless multiline or IP multiline.