Completing a Transfer when a callers calls the Operator

[superikey]

We have a client where the operator pages the overhead to find people before transfering calls to them. She pages them to call her at ext 200. when they call in should like to complete the transfer of an outside call to the user without having to hang up on the user and start the transfer proccess from the begining. Any ideas?

Isaac Braca
CTO / ICCS & Co., LLC.
Email: braca@iccsllc.com

ICCS, Your Premier IT Partner, is a NYC Based Avaya Business Partner and IT Consulting Firm.

 

[intrigrant]

What about conference?

 

[superikey]

Not good when there are other call apearances on hold confrence seems to confrence all calls together.

Isaac Braca
CTO / ICCS & Co., LLC.
Email: braca@iccsllc.com

ICCS, Your Premier IT Partner, is a NYC Based Avaya Business Partner and IT Consulting Firm.

 

[aarenot]

call park to other ext.

then do a page, and tell the person they have a call parked.

the intended recipient can then retrieve the call from park.

if not retireved it will ring back to the person who parked it, and she can try again.

teach the operator to process calls using the system capabilities, not do all the processing herself.

this is a training issue, not a feature issue. change happens, in this case, my suggestion may not be the best fit, but find a form of park and paging that leaves her out of it after she parks the call, and does the page, unless the person does not retrieve the parked call. then it comes back to her and she can try again.

it is the same thing as an operator on the partner system saying,
can you hold please,
can you hold please,
can you hold please,
can you hold please,
can you hold please,
can you hold please,
can you hold please,
can you hold please,
can you hold please,

then start retrieving calls from hold to ask them where she can transfer them to.

teach her to press the button to transfer the call to the desired ext, and be done with it then and there. she can then answer the next call, and actually process calls instead of putting everyone on hold.

i am not aware of a parkandpage button in one like some systems have. it may be possible to acomplish that with a short code, but i have not tried it.




You do not always get what you pay for, but you never get what you do not pay for.

 

[superikey]

How do you park against an extension. What if the user is not at that extension.

Isaac Braca
CTO / ICCS & Co., LLC.
Email: braca@iccsllc.com

ICCS, Your Premier IT Partner, is a NYC Based Avaya Business Partner and IT Consulting Firm.

 

[aarenot]

you can also use a park button to park the call to a set park number. then announce the park number for the person to retrieve it from.

the person can use the default short code to pick up the call from park, or a button programmed on a phone to retrieve the call from park.

that might be easier for you to do.

from manager help files below, search, park



Parking Calls
Parking a call is an alternative to holding a call. A call parked on the telephone system can be retrieved by any other user if they know the system park slot number used to park the call. When the call is retrieved, the action is known as Ride Call.

Each parked call requires a park slot number. Attempting to park a call into a park slot that is already occupied cause an intercept tone to be played.

The Park Timeout setting in the IP Office configuration (System | Telephony | Park Timeout) controls how long a call can be left parked before it recalls to the user that parked it (if that user is free). The default is 300 seconds.

There are several different methods by which calls can be parked and unparked. These are:



Using Short codes
The short code features, ParkCall and RideCall, can be used to create short codes to park and unpark calls respectively. The default short codes that use these features are:

*37*N# - Parks a call in park slot N.

*38*N# - Unparks the call in park slot N.



Using the Phone Manager and SoftConsole Applications
The Phone Manager and SoftConsole applications all support park buttons. Clicking on these allows the user to park or unpark calls in the park slot associated with each button.

In addition, when a call is parked in one of those slots by another user, the application user can see details of the call and can unpark it at their extension.

By default the application park buttons are associated with park slots 1 upwards. However these park buttons can be reconfigured to match different park slot numbers.



Using DSS Keys
The Park feature can be used to associate a DSS button on a telephone with a particular park slot number. The DSS button can then be used to park and unpark calls from that park slot. The DSS buttons BLF lamps will indicate when a call is parked in the associated park slot.



Phone Defaults
Some telephones support facilities to park and unpark calls through their display menu options (refer to the appropriate telephone user guide). In this case parked calls are automatically put into park slots matching the extension number. For example, the first call parked by extension 201 would go into park slot 2010, the next into park slot 2011 and so on.





You do not always get what you pay for, but you never get what you do not pay for.

 

[1043]

What about the call park shortcodes not working in release 3.2 issue?
Also its not called ride call anymore.(since 3.2)

 

[aarenot]

those may be issue, if the system is on 3.2

since the post did not specify, i did not assume it was the newest release which does not support these features, and does not use the call ride term. i assumed it was a supported release other than the latest and greatest without these features.

hoepfully the poster will specify. also, he can look in the help file, and search where i found this for his current manager relase he is using.

i hope the feature still works when on a button.

i only have one system on 3.2 of the ones i support, i am not confident enough in that release as of yet to upgrade to or implement it. i never recommend using a new release of the ipo until the subsequent update release that fixes some of the known bugs that are customary with the new releases with ipo. or at least until the release that fixes some of the known bugs, and lists the rest of the known bugs that are still there.

do you think the 3.2 is to that point yet, if so i will start considering whether or not 3.2 is a feesible option. i figured on waiting for the next update to 3.2 which i heard is supposed to come out in the near future.

i try to wait until you guys beta test it before i go there,, unless as with one customer, they have their heart set on the feature upgrades they found out about with out me giving them any assistance in knowing there was a new release. best practice in my eyes is stay one back from the bleeding edge, on the cutting edge.

i tell my salesman to not consider selling the features of the new release until they see the maint release that follows it is already out.

am i too conservative.



You do not always get what you pay for, but you never get what you do not pay for.

 

[superikey]

Thanks for all the help guys. Since I am running 3.2 and the shortcodes to pickup parked calls do not work, I am going to have to stick to park 1/2/3 and so on.

does anyone know if the 3.2 maint release fixes this issue?

Isaac Braca
CTO / ICCS & Co., LLC.
Email: braca@iccsllc.com

ICCS, Your Premier IT Partner, is a NYC Based Avaya Business Partner and IT Consulting Firm.

 

[superikey]

Also when you program a park call button on a DS phone withut specifying a Park #, does it prompt the parker which extension they wish to park against?

Additionally doe the reverse happen when unparking or riding a call?

Lastly, how does this all work with 5402 sets?

Isaac Braca
CTO / ICCS & Co., LLC.
Email: braca@iccsllc.com

ICCS, Your Premier IT Partner, is a NYC Based Avaya Business Partner and IT Consulting Firm.