Best practices for difficult call flow 1

[homerggg]

[Our environment is IP Office Server Edition 8.1 SP6]

Hi,

I would like to know how to handle this call flow, that our IT department ask for the help desk :

We have 3 techs (Tech A, B and C) who can answer the help desk phone.
They follow this schedule :
- 1 week "full time help desk", later refered as "Primary"
- 1 week "backup help desk", later refered as "Backup"
- 1 week "off help desk", later refered as "Off"
The help desk extension is 3000.

They want the following call flow :

If someone call 3000 :
- The "Primary" phone ring for 15 seconds.
-- If no answer, the caller get an "Sorry, let us find someone for you" message and during that time the "Backup" phone ring for 15 seconds.
-- If still no answer (while the message still play), the "Off" phone ring for 15 seconds.
-- If still no answer, the call is sent to voice mail of extension 3000.

Currently, all techs are in a hunt group (3000) and they login/logout of that group with a custom button.

I tought of having three hunt groups (3000, 3001 and 3002) that they need to log into depending of the week. 3000 would be "primary", 3001 "backup", and 3002 "off". I would then create a call flow within VoiceMail Pro.

I don't really need help with the call flow, I just want to know if 3 hunt groups + call flow in Voice Mail Pro is the way to go for that particular request, or is there a better way ?

Regards,

-homerggg

 

[atcom]

You could just use "Attended Transfer" in the VM Pro Module for each extension. You could also continue to use a single hunt group with the ringing mode set to "Sequential" and use the Announcements in the hunt group.

-----------------------------------

Calgary Telephone Systems, Avaya LG Asterisk (FreePBX) VOIP & TDM

 

[homerggg]

I thank you for your answer.

The sequential ringing mode is defined as "Each extension is rung in order, one after the other, starting from the first extension in the list each time."
My understanding is that I would have to change order in that list each week. That would not work for me.

As for the "Attended Transfer" solution, I think that would be the same problem (I would need to modify the call flow every week).

The fact that they switch places every week is my big problem here...

Regards,

-homerggg

 

[amriddle01]

You didn't mention the fact the primary extn changed each week



"No problem monkey socks

 

[tlpeter]

I would just use hotdesking if they do not reallu use an internal extension.
If they do then you need them to login in to the desired group.


BAZINGA!

I'm not insane, my mother had me tested!

 

[Westi]

ok let me see if I got this

3 techs doing 3 different jobs at 3 different desks changing desks AND jobs every week?

if that is correct then that is by far the dumbest schedule I have ever heard of and the phone system is not psychic to anticipate what the users are doing.

Nevertheless if you have 3 groups (3000 , 3001 and 3002) and overflow after 15 seconds from the first to the second and then to the third and VM answers after 45 seconds then you have the basic functionality (no need to make the vm do any transferring) and the techs just need to know in which group they are at the time and they can log in from any of the 3 phones (simplified with 3 buttons) should do it. Still is nasty as I would not want to share my phone with 2 other guys that eat or cough or sneeze on it on a regular basis.

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives.”

 

[tlpeter]

Westi, they just need 3 huntgroup enable buttons for the 3 groups.
I don't like it either but this is the easiest way.

BAZINGA!

I'm not insane, my mother had me tested!

 

[TouchToneTommy]

When the schedule changes, the lead person drops to the 2nd position, and the 2nd person drops to the 3rd position, while the former 3rd person is now the lead.

So create 3 sets of 3 hunt groups, with the overflows, queuing, and voicemail leave points in place

Use a VM Pro module to set a user variable to indicate who is the lead tech for the week

3000 becomes a shortcode directed to a module that transfers to the appropriate pilot hunt group based on the user variable

 

[IPGuru]

3 groups, each user in all 3 groups
calls route to primary, with secondary & off in overflow group list.

user has a hunt group enable button for primary & secondary (always in group for Off)

it is now the users responsibility to ensure he is in group for the correct group & the IPO & VPN do not need any regular config changes.

Assisted transfers on VM Pro are usually a bad Idea as they tie up the VM port untill the call is answered, I do not think i have ever used one on a live site.


A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[homerggg]

Just to clarify (as you probably already know english isn't my primary language) :
3 techs doing 3 jobs but they all stay at the same physical desk all year round. No phones sharing here !

I'll go with three hunt group, and they will need to enable the right one with a button (alway in group for Off). I think it's the easiest way to go.

Thank you very much everyone !