I haven't ran across this in a while, and can't remember if there is a fix for this. I have a customer who is using a DID number has their main number, with Direct console operator. They want to add a second console to help answer calls. If I switch to QCC and add a second console, does this work? If not, any suggestions?
My advice is avoid QCC's at all costs!
First off, if they have D-I-D's why is the operator getting a lot of calls?
But, that being said, a second console would only be able to use a Cover Button, which may not do it for you.
Again, is there some way to fix it so the operator isn't getting so many calls?
You should really have a number of potts lines in a hunt group from the local CO for the operator. If you use only one number, the second caller will not queue up but will get a busy signal. We have 14 CO lines in our hunt. One main published number and 13 hidden lines not published.
The Avaya console has a "position busy" button so if you have two consoles, one can go into position busy and all calls will go to the other console.
They may not have a bunch of DID's to take the pressure off of the Operator, it may just be a DNIS for the main number.
I would shy away from QCC's. Does the Operator really need to be an Operator position? (Does she set Night Service, or have internal people dialing "0" to reach her)
You could use a Non-Operator phone with a bunch of SA buttons to receive the incoming calls on, and then use Shared System Access on the backup Operator's phone (who is also NOT an Operator position) to help handle the load.
Then just put the "real" operator position phone nearby if you need the other Operator functions.
The second position doesn't need to be an operator per say. I never thought of using shared system access. Can I put SSA keys from the operator onto the second phone which is a 28 button phone? That might solve the problem right there.
No, you can't put SSA buttons on an operator, not can you share an operator's SA buttons on another extension (operator or not).
I ran into a company where they put the real Operator's phone on an end table in the waiting room, then renumbered one extension to receive the DNIS calls, with a bunch of SA buttons. Then they shared those SSA buttons among 8 other extensions, and it looked like a key system for the incoming call center.
So, if you don't need a dss for transferring, or you have enough inside-auto-dials to recreate a DSS, if you can put the Operator's phone where it is accessable for functions like night service (which you many not even be using since it's a PRI), and put a cover button for the Operator on the Receptionist's phones for the internal dial 0 calls, you might get away with it.
The DSS is the issue now. She needs the DSS.
If the current operator extension doesn't have coverage to voicemail, then the backup extensions can have up to 8 total group cover buttons for the DLC operator. Set the DLC's DID number to an available coverage group and assign group cover buttons on the backup's phone(s). Multiple call handling is allowed via multiple group cover buttons on each backup, again max 8 buttons. Calls that are not normally eligible for coverage will not cover to the group buttons. Calls to the DID will ring immediately on the group cover buttons, or to provide delay ringing, assign a primary or secondary cover button to a phantom extension, (use an adjunct extension), this will active delay ringing, then you can play with the number of rings to primary, secondary or group for the DLC extension to get what you want. Hope this helps
could we have multiple individual cover buttons? they want the call to overflow to voice mail if no one answers.
You can only have one primary or one secondary cover button on a phone for each covered extension. Up to 8 phones may provide primary or secondary coverage. You can have up to 8 group cover buttons per phone of a covered group.
stay away from qcc. use d.i.d. to a call group with two direct line consoles as members
Been there and here was my solution.We sent all calls to AA and then used a adjunct # with 10 SA keys and a selector code to send the calls to that adjunct and SSA's on the phones and then have the calls cover to voicemail and make the adjunct a AA mailbox to a different AA than the Main AA and record instructions there to either retry the operator or leave a voicemail.
But operators can't have SSA buttons, and only operators can have DSS's. If they didn't need the DSS, and they could make their "operators" non-operator extensions, that would work great.
So what happened here?
I have PRI"s, DNIS "7200",
Coverage group (CG) "7200" has 12 members with group(all) ring. This is "day" mode. and is working.
I want the Merlin Mail to answer in "night" mode.
I can't get it to work.
I tried overflow in coverage group to 777 (VM) and 4 rings. Nope
Tried Night service, wouldn't accept what I wanted to do, or didn't work.
The system has six(6) ATTENDANTS!
Only one answer point; the other five just need DSS keys to monitor employees.
Do I need to put night keys on all six phones?
And do they all have to be switched for day and night?
Some of the ATTENDANTS are in the "CG" 7200 group, and most members are ETR's
Calls are normally answered quickly in DAY mode, but the AA should never answer in day mode on that DNIS/DID.
Will changing the DNIS to a real T/R single line set work if it was used to forward to a coverage group? (Live=day 777vm=night.
This thread is a year and a half old! I think you would get better results starting your own topic! Please do it.
-Hal
If you are talking about Magix the only you have to do is assign 777 to be the answer point at Night service for the main Operator's extension(100). Then assign PRI Pool for the same operator to ring into Night service. Not DNIS 7200 but Pool(70). As soon as you press Night button AA will pick up. Your schedule have to follow switch mode or switch and business.
Vad, what don't you understand about my asking the poster to start his own thread?
-Hal
I understood everything but he didn't started and expected an answer. So what's wrong with that?
No new thread, no answer. Easy enough, no?
It's not reasonable for people to have to read through 16 year and a half old posts to get to something posted today.
-Hal
All helper on this board smart enough to take a look on the date and read only fresh post. I didn't read old posts at all. i did respond only to the new one. You could send a PM to the guy with your suggestion, delete the post and this dialog will never occurred.
Vad, now you can answer him
here. Knock yourself out.
-Hal