Call Coverage

[uconn]

I need help figuring out my options with the following scenario::

I have several users who are going to be covering for one another. If a call comes from the outside, it should allow the caller two options

John Doe – primary contact - objective would be to have announcement that would allow two options for the caller.. example: collect 1 digit after announcement,, route to ______ if digit =1 or route to ______ if digit=2. This has to be done prior to reaching vmail, since there is no option to return back to the switch.. The first option would allow the caller to press 1 and ring primary extension, if unavailable roll to the next coverage point. The second option would allow the caller to leave message in the primary extensions voicemail without covering to secondary contacts
This will be repeated with each of these users. We will also need the reporting capability of the CMS. Below is a sample of how this will look…


Primary Contact – John Doe if unavailable cover to the following:
John Doe Jr.
John Doe Sr.
Jane Doe – if unavailable, cover to the Primary Contact voicemail


Primary Contact- John Doe Jr. if unavailable, cover to the following:
John Doe
John Doe Sr.
Jane Doe – if unavailable, cover to the Primary Contact voicemail


Primary Contact- John Doe Sr. if unavailable, cover to the following:
Jane Doe
John Doe
John Doe Jr. if unavailable, cover to the Primary Contact voicemail

We have a G3Rv10,Octel 350 and CMS R9.0

Thanks in advance....

 

[cathyd]

The first question is do you have vectoring? If so this can be done and here is how.

You create a VDN which is the number the outside callers will call for the primary contact. You then create an announcement that says who they have reached and what options they have. Then create a coverage path listing the covering extensions in the appropriate points with voice mail being the last point and assign that path to the persons real extension number. You then write a vector which looks like:

1. Wait 2 seconds hearing silence
2. Collect 2 digit after announcement XXXX (this being the announcement extension number)
3. Route to number XXXX (this being the persons extension number) with cov y if digits = 1
4. Messaging split XX (this being your voice mail hunt group number) for extension XXXX (this being the persons extension number)if digits = 2
5. (this step will be what you want to happen if they don't press anything. It will be the same as 4 or 5 with the only exception being unconditionally instead of digits =)

What this does, is if they press 1 it will ring the extension and follow the coverage path. If they press 2, Messaging split sends it right to voice mail without ringing the phone. You need to do this for each primary contact you have

Hope this helps.

Cathy

 

[uconn]

Thanks Cathy, This Department wants the sales reps to call the direct number of the primary contact. Is their a way around this?

 

[cathyd]

What you could do is assign a new extension number to each person. Then take their present extensions, and change them from stations to VDN's.

To do this you would,

1. Dup station XXXX (this being their present extension)
2. When the screen comes up, put the new ext, name and make an X port.
3. Then enter remove station XXXX (this being their present extension number)
4. Before confirming removal, note the port number.
5. Do change station XXXX (this being the new extension number)
6. Then do Add VDN XXXX (this being their original extension number) and point it to the appropriate vector.

Just make sure to create new mailboxes for the new numbers.

Hope this helps,

Cathy