Best way to accomplish an "on-Call Rotation"? 2

[voyager9355]

Hello all,
I have CM 3.1 (don't judge...haha )on 8710 servers.

Looking for advice or ideas: What's the best way to create an on-call rotation where our support line is forwarded (or otherwise redirected) to a team member's cell phone based on time of day - after business hours and weekends?

Details:
-Station to be redirected is a standard DID Extension
-Forward-to numbers are off-net, cell phones - there will be just ONE forwarding number each week
-Forward-to number will change each week - hoping for a NON-ASA method to accomplish this part, unless there is some kind of table to house the list of numbers
-Needs to be time-of-day controlled, to eliminate the need to remember to activate something every day


Seems like it would be pretty simple but I am having trouble figuring out best path.
Up till now, we have been using Google Voice, and just changing the associated cell number each week - however we now have a teammate in Canada, and GV does not allow calls to international cell phones.

Any ideas would be most appreciated!
Thank you

 

[kyle555]

Coverage paths have time of day options - so, voicemail m-f 9-5 else remote coverage points

If you have variables, you can have a global variable set for person 1/2/3/4/5, have a dial in number in a vector with a pin to then collect 1 digit for variable X.

Then in your time of day coverage chart, if afterhours, go to a vdn/vector and go to step 10 to route to bobby if X=1, go to step 20 to route to tommy if X=2

Or if you don't have variables, maybe you can burn some holiday tables for each person and use that as a trigger to route to specific people.

 

[voyager9355]

Thanks Kyle -
Sadly, variables are not active in customer options, but I may mess around with holiday tables and see what I can come up with. I appreciate your response!

We no longer have support from Avaya so it's wildly unlikely that I can turn that option on, unless I get a hold of the appropriate user ID/password...SIGH.

 

[kyle555]

Nono, license thing you buy with elite call center. Don't bother.

 

[avayaguy23]

you have aura messaging? Use Reach me.

 

[voyager9355]

Kyle: your idea gave me enough to figure something out that works! Thank you so much!

Avayaguy23: We have Modular Messaging 5.2 (it's almost embarrassing to admit that...). Still a little behind the times!

I ended up skipping the need to include all 12 peoples' phone numbers, and focused in on the one Canadian with whom Google Voice won't play nice.

-Added 2 remote-coverage destinations (one for google voice, one for the Canadian cell phone)
-I set up 2 new coverage paths, each set for ALL CALLS=YES, with point 1= remote coverage.
-I set up 2 coverage time-of-day tables, each using one of the new coverage paths.

time of day table 1 uses a coverage path that hits our Google Voice number, which then rings the currently associated cell phone (so we still update this at GV weekly, as we have been).
time of day table 2 uses a coverage path that hits our Canadian teammate's cell.

On my help line station, I have CP1=t1 and CP2=t2.

All we have to do to get the result we want is use our FAC to switch coverage on the Help Line extension from CP1 to CP2 when our Canadian is on call. Works perfectly!

Thanks again!

 

[kyle555]

way to go!

 

[Wanebo]

Creative. Nicely done.