atcomsystems.ca/forum Forums TDM Business Telephone Systems Samsung Telephones & Systems OS 7100 Overflow to External Number

Our propective client wants us to demo before signing the deal but Samsung says it can't be done :-(

Site is a small 4 seat call centre with two options on the AA day greeting. If all agents are busy / no answer, the call must forward to an External message taking service as seemlessly as possible - image is everything for this client... allied to banking sector.

4 x BRI lines installed on site for now.

Pse help us close this deal guys! I'll buy the beer ;-)

What are the two options on the AA? It should be simple.

... press 1 for XYZ Bank, press 2 for Private Bank. This has to do with skills based routing and some third party CTI. We don't have any problem with that part. But Samsung tell us we cannot overflow from a group to an external number and this we find very odd. I know it sounds simple, and probably should be, but we lack the know how and the time to figure this out alone.

Why can't the hunt group overflow/next to the SVMi and then when it sees the hunt group mailbox number that is set up for call blocking off to a phantom which is forwarded to their outside number ... I love run-on sentences sorry .... it is the SVMi that is doing all the work.

In this case, two trunks are tied up though. Line audio and quality should be decent.

Can the BRI trunks accept a hookflash to transfer and clear a call? That might be possible.

Okay... I'm missing some details, but let me give this a try.

Calls come into the AA and they are routed to a group. The group rings several extension and if not answered, the call is sent back to the voicemail. At this point, you can use the Find Me feature of the group mailbox to forward the call to an outside number.

Here's an example...

Calls come into the Day Main menu. Option 1 is set to ring group 5101. Overflow timer is set to 15 seconds and next port is the VM port. In the Subscriber List turn on the Find Me feature for MBX 5101 to dial the outside number.

This is easy to do (even a caveman could do it) and if you need any help, just call.

Thks CIT, I'll PM you ... remember we're in the Cradle of Mankind here in S.A. You brighter guys migrated north ;-)

Ext group doesn't seem to permit Find Me. The field returns blank after hitting Save. Find Me Allowed is set to Yes.

What group number are you using? Is it the Operator group?

I created a UCD group 503, Unconditional, Next Port 519 (SVMi Group). Could the problem be UCD and not Normal?

I know it works as a normal group...