EC500 send VM to different station

[pbxman]

Hi everyone -

im trying to setup an EC500 "after hours" extension for a queue we have in our building. THe users will have a cell phone and remote laptop access with seperate cellular internet service to support callers. Here's what i have:

Call comes in on VDN 4355,hits vector 205, which routes call with cov y to number 4547. 4547 has xmobile setup as 8947 which is set with EC500 to the cellphone. This works just fine...I can leave a dedicated phone set for this task. Currently, it just sits with EC500 enabled at an unused desk.

The problem is, I need to pull the caller back to the VM of the queue assigned to vdn 4355 (we use EAS), and NOT the VM of extension 4547 if the remote agent does not answer the cellphone.

How can this be done? Also, do i have to use a hardware extension or is there a way to use a soft extension instead of leaving a dedicated phone with EC500 activated?

Any help is greatly appreciated. im on a G3si V11. Thanks!

pbxman
Systems Administrator

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[huffer]

Maybe you could try to set coverage to "n" in the route-to command and give the 4547 only one incoming call-appearance. This will work only if the agent's cell-phone is busy, but it is a start. If busy and no coverage, the route-to step will fail and you can conitnue your vector processing.

Rerouting when there is no answer is more difficult. Off course you can change te coverage path of 4547 to go to a VDN with a messaging skill step for extension xxxx, where xxxx is the mailbox extension you would like the call to end up in, but I can imagine this is no option since the agent also receives other calls to his number that you do not want to end up in that mailbox.

I am a bit confused because you are saying us are using queueing with EAS but in this case you are using route-to...

What does your vector look like now?

 

[pbxman]

Sorry huffer - I figured out a solution to the problem already. Thanks for the response though!

pbxman
Systems Administrator

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[huffer]

In that case: what solution did you create?

 

[pbxman]

The main problem i had was getting EC500 to not use 4547's VM..i wanted it to point to a dedicated VM number setup in the queue...which was 4092.

The fix was to go in audix under:
change auto-attend-routing routing-table

..and add 4547 as the incoming called number and set the service mailboxes to 4092.

As for using EC500 without using a dedicated station, I created a new user normally as i would for any other EC500 user, but did not TTI a phone to it. To activate EC500 on it, I setup a telecommuting access extension where I can manually go in and enter the FAC to enable/disable EC500 for that (and all) EC500 users remotely. Works perfectly for us.

pbxman
Systems Administrator

Please let Tek-Tips members know their posts were helpful.