Forware Attendant to DN after several rings

[llathrop]

I need to change my current setup so that my attendant console forwards to a DN after so many rings, to be anwsered by a backup. They also asked if possible to transfer to alternate DN when more than 2 people are on hold at the attendant console.

Currently, it rings for as long as I have been willing to wait, if it is not answered. If it's in night mode, it will forward to our CallPilot DN. We had one person report that it would forward to the Callpilot DN if 7 calls were coming in at once, but I have been unable to confirm.

I have been reading through the CDB and it appears that changing the AQTT and setting the AODN should accomplish the first goal, but trying that seems to have no affect that I could see.

One thing that may be affecting this is that their is more than are several different phone #, arriving through different trunks, and ringing at the console. but I am new to this and I don't know where to look for more info.

I would appreciate any advice! If their is any info I can post to help, please let me know

Thanks,
Luke

 

[johnpoole]

look at the aadn, with package 174

john poole
bellsouth business
columbia,sc

 

[llathrop]

Where would I look for that?

 

[johnpoole]

ld 22
prt
pkg

ld 21
prt
att

ld 15
chg
att

two prompts,
atim for the timer
aodn for the overflow dn

john poole
bellsouth business
columbia,sc

 

[llathrop]

well I tried that --set atim to 44 and the aodn to our callpilot #.I had already set the aqtt to 45. called the attendant from my cell, and it just rings and rings. I waited about 2min.

is their something else that I could be missing?

Luke.

 

[llathrop]

I noticed the CWCL and CWUP prompts-- from the book they appear to have to do with how many calls are in queue--if the number is exceeded, do they go to the AODN? or am I misinterpreting that altogether?

 

[srmega41]

Those prompts do not relate to the AODN or the AQTT to my knowledge. Do you have an OVB key defined on your overflow DN? If that is on the set and active, no calls will overflow. Only with the key inactive will calls roll to the OVDN. It is also possible the calls will not roll over UNTIL an OVB key is defined on the set where the OVDN is defined.

I would try that part and see if it works.

Also, without the OVB key active PRIOR to the console going into NITE status, calls will roll directly to the OVDN.

Hope this helps,

Scott M.

 

[llathrop]

I don't see an OVDN anywhere on the att_data in CDB. is that set somewhere else? perhaps that is what I am looking for?

right now I am trying to overflow to callpilot, but later it will be to a regular DN. Ideally would be to go:

att--busy-->overflow DN--busy-->callpilot

So, at the moment, I am not sure how I could set it up an OVB key. maybe I need to set the overflow DN to be a regular DN?

I appreciate your help!!

Thanks,
Luke Lathrop

 

[srmega41]

Sorry, the two prompts are AODN and AQTT. I was using OVDN to represent your overflow DN, or the AODN. Here is how I have one of my locations:

ATT-DATA
..
AQTT 18
AODN 2188

Then on the phone programming;

KEY 0 MCR 2188 0
..
KEY 7 OVB

The way it will work is the console will ring three times, then check the AODN. If the OVB key is not active, the call will be presented to 2188. I am not sure if you can hunt the call to voicemail (simply because I have not tried that). You might have to add the console DN or 0 to your mailbox as Extension DN's.

The OVB key is set up so if the person/person's manning 2188 are not available, they activate the OVB key and calls do not roll to the AODN. Conversly, if the receptionist has to go on break, he/she can place the console into NITE mode, with the OVB key NOT active, and calls IMMEDIATLY role to the AODN(2188).

Hope this helps,

Scott M.

(Sorry for the late reply, I was in Salt Lake City yesterday)