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Can you change coverage remote using a FAC?

dalley333 (TechnicalUser) (OP)
5 Sep 02 11:44
Here is my scenario:  Our helpdesk calls a number that is a bridged apperance on the IT staffs phones.  The phone has a coverage path set up to ring 4 times and then forward to the on-call cell phone using the coverage remote table (change coverage remote).  

Here is my problem:  The on-call cell phone number changes on a weekly basis and I don't want to be responsible for changing it every week (so I can take time off work, hmmm how would that be?).  Is there a way, without having to give the others access to the Definity, to have them change it using a FAC or something along those lines?  I have searched this forum and the documentation but can't seem to find the answer.  

Thanks in advance for your help!!!
nknook (Vendor)
5 Sep 02 12:26
I don't think you can change the remote-cover number, but if you have R9.5 or above, you could use EC500 to do this. EC500 is essentially a Definity controlled bridge between a station and a mobile (or any) phone. I believe you can change the destination number of that bridge (remote or local) through FAC's. Your coverage path would then point to the EC500 station, instead of the remote cover.

If you have vectoring, you can also make a few ACD groups with one agent each (one for each mobile/staff-member), and give the IT staff phone's two auto-dial buttons that logs them into their "personal" group, and the other to log them out again. The one who's on service duty that week, logs in to his/her "personal" group. Make the helpdesk coverage path point to the VDN, and in the vector, check which of the agents is logged in, and route accordingly.
Example (there might be syntax error's, but you'll get the idea):

Vector
01 wait-time 2 sec hearing shit
02 goto step 6 if staffed-agents in group 101 is 1
03 goto step 7 if staffed-agents in group 102 is 1
(etc. for all phone's)
04 goto step 10 unconditional (something went wrong, do your emergency scenario in that step, route to a pager or anything you want)
05 stop
06 route-to number [mobile phone number] unconditional
07 route-to number [other mobile phone number] unconditional
(etc. for all phone's)
10 route-to number 911 unconditional (you might want to choose another number )

This will work, but requires the IT staff to be very consequent about logging in and out, as there should only be one group with a logged-in agent at any time.

Cheers,
Nico
dalley333 (TechnicalUser) (OP)
5 Sep 02 12:39
I do have vectoring but don't want to travel down that road.  I do have release 9.5, can you elaborate on the EC500 suggestion?  I looked in my Avaya documentation and cannot find a reference to that.

Thanks!!
dalley333 (TechnicalUser) (OP)
5 Sep 02 13:26
It looks like we do not have the feature "Enhanced EC500" enabled in system-parameters customer-options.  Does anyone have any other suggestions?
Bobg1 (TechnicalUser)
16 Sep 02 15:46
What about setting up another extension to have the calls cover to. Then have that extension forwarding to the cell.
Who ever is on call just has to make sure they set the forwarding to their cell phone.
mcopini (Instructor)
17 Sep 02 3:27
You could give just that one phone the COS to be allowed to forward off-net, but that's a security issue I guess. If you do that, the IT-peeps should do the forward themselves. If their COR normally doesn't allow them to call these mobile numbers, put all the numbers in the abbreviated enhanced list and give them the FAC + Dialcodes to Forward to. Hope this helps and good Luck!

Kind Regards,
Maarten Copini
www.effecta.nl


-Please let fellow members know if their post was of any help-

SF0751 (MIS)
17 Sep 02 8:54
I haven't worked with this feature myself (yet!) but have you looked at configuring Telecommuting?  It allows users to remotely change Coverage Paths and Call Forwarding, using a PAC (Personal Access Code).  You're responsible for putting in the allowable coverage paths, etc., and then the user selects which one(s) are applicable.

Check out Chapter 10 (Setting up Telecommuting) in the Definity Administrator's Guide (http://support.avaya.com/edoc/docs/def9/d9admin2.pdf for release 9) for more details.

Hope this helps.....Good luck.

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