symposium problem newbie question

[hoteladmin]

First, I'm not a telephony administrator. I'm a network admin that got brought in on this problem. In April, our reseller upgraded our Symposium Express 3 call center to 4.2 (I believe). I don't even know where to get technical info for this or to begin searching for answers. We have two hotels. Both phone numbers ring into a central call center. When our operators all log out, Symposium fails over to one extension. I need each hotel's number to fail over to a different extension, located at each hotel. My reseller is saying this is not possible. It goes to seperate extension during night mode when they are logged off. The problem is when my operator does not show up and log in by the time night mode is off. Can someone please shed some light on my problem or help me to better understand why this will not work. Interestingly enough, it appeared to work correctly prior to the upgrade so of course my execs are screaming when we're told it can't do it now.

thanks

 

[captain99]

Hi

This is dead easy in an 4.2 express. Just create 2 different call treatments. And attach the incimming cdn for each hotel to the correct one. Then when the call centre closes the incomming call will follow the night point for that cdn.

Any more question just ask 4.2 expresses are easy

John

 

[hoteladmin]

Thanks John,

I think they have two treatments set up. During the day (7a-11p) calls go to this center. If all operators are busy, then the calls play a greeting then roll to two seperate extensions (each front desk). The problem is when all operators are logged out and it is between 7a and 11p. Symposium can only roll over to one extension (emergency rollover??).

I've been trying to think of another way to do this. Is there a way to set up so that whenever an operator logs in, they get both numbers? Whenever there are no operators logged in, they go to different extensions depending on their treatment. This could be 24 hours a day and my problem would be solved.

Thanks,
Brian

 

[captain99]

hi

In each call tretment there is a box for the calls to be routed to an extension if the skillset is out of service. If you put the reception desks there then if no agents log in and the symposium thinks its on day service then the calls will still go back the to respective hotels. This is irrespective of the closed treatment.

Hope this is what you want

Regards
John