Taking Inbound calls from 2 different companies

[KDawgTC]

We are an inbound call center for several companies and until recently our normal 9-8 hours was fine for our clients (calling group 772). We now have a client (calling group779) that want us to take their calls only from 8-5 and goto a voicemail box that will in turn call the after hours person. How do I configure the system to redirect calls for this company at 5 and leave the remaining calls coming to our reps? We have a Merlin Legend system running in hybrid/PBX mode version 7.0 MAGIX release 4.0. My Opps manager thinks we are currently setup using DAS during the day because the calls are sent directly to the pool and AA in the evening.

TIA
Kevin

 

[tdaugirdas]

How is the group that is receiving these calls currently set up? What group type is it set to? Do the reps have ES2 buttons to log in/out of the group? Are there specific phone lines that are attached to this group only? Does the group have it's own "group" mailbox?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[KDawgTC]

This is new to me but I think this is what you are asking for: BTW, I'm using WinSPM to get this information if it matters:

How is the group that is receiving these calls currently set up: All the extentions are in the coverage group 30

What group type is it set to? Both are set to Autologout

Do the reps have ES2 buttons to log in/out of the group? Yes

Are there specific phone lines that are attached to this group only? Not sure what you are asking here, but some reps can receive calls from any customer and some can only receive calls from specific clients depending on what number was called.

Does the group have it's own "group" mailbox? group 772 overflows to mailbox 770 and 779 is set to 0.

Just an additional note I am attempting to set up 779 before it goes live in a couple of weeks.

 

[tdaugirdas]

Will the calls for the new client come in only on certain lines? If so - those lines could be attached only to group 779.

You could set up a mailbox for group 779 - say it "has a phone" and designate someone in the 779 group as the message receiver - and allow that phone to outcall your coverage person to inform them of any messages left. Or you could make an adjunct ext the message receiver and set the adjunct to remote forward the calls to your coverage person. With eveyone logged out of that group - the calls would go to the 792 mailbox - until someone logs back in - in the morning. So you would control the time calls went to voicemail based on when everyone was logged out of that specific group. If reps in the 779 group are also logged into other groups for calls - they would specifically have to log out of 779 at the designated time. An ES2 button logs callers in/out of all groups - so you would have to use multiple ES1 buttons for reps in more than one group.

Tom Daugirdas,
President
STCG, Inc.
stcg.com