How can I forward calls to the automated system?

[WilliamUT]

Ok I have setup a vector which is basically an automated system for our laboratory. I don't want people calling the direct lines anymore (only the main vdn) so I setup a coverage path which forwards all the calls into the automated attendant. Calls for the automated attendant are only able to be picked up at the reception desk. The problem is when she tries to transfer these calls to the correct phone they hit the coverage path and forward right back into the queue....how can I block every call to the single phones and only have the receptionist able to forward to them?

 

[donbott]

If you are trying to redirect all the calls on a trunk group you can set the incoming destination to a VDN that goes to the AA vector and not use the coverage path. If it is not all the calls on the trunk, on the coverage path setting the inside call options to "no" should work.


DonBott

 

[WilliamUT]

Well I don't even want internal calls to go to those extensions unless it is transferred by the receptionist. Im not sure if this is even possible.

 

[donbott]

Change the reception phone, give it a new button called transfer but is really to hit a vdn whose vector says collec x digits etc., route to digits with coverage no.

Just tried it seems to work OK


DonBott

 

[WilliamUT]

I tried that and it's pretty confusing for the receptionists when they have to transfer a call. Is there a way to do it with like COR ? Can I make an internal number only callable by a phone that meets COR?

 

[donbott]

On the station COR you can set called party restriction to manual - that restricts it to calls from the attendant. Then change the covarage path so inside calles don't go back into the queue.

DonBott

 

[WilliamUT]

Im not sure if your understanding my problem. If I did that then only the operator could transfer to those phones. I need the receptionists who are taking the calls from the hunt group queue to be able to transfer the calls where they need to go. Right now everybody and their dog is calling the back numbers in our lab and the employees spend more time on the phone then doing their work. I don't want these numbers accessable by anybody but the main receptionist in the lab so that she can screen calls and put them to the correct departments within the lab.

 

[donbott]

If the receptionists are set up as attendant phones they will be able to transfer the calls.

DonBott

 

[alexismaggiemae]

How about just changing the extension numbers on the lab phones and not publishing them? Have all the old extension numbers (with X port) cover to the receptionist. And only the receptionis knows the new phone numbers. You don't even have to tell the people in the lab what the new numbers are.

 

[alexismaggiemae]

Oh, you'd better make the new extensions non-DID and put them in a COR by themselves where no other COR but the receptionist can call them.

 

[BHodgins]

Why not just do translation on the incoming trunk group for the DID numbers and point them to the receptionist?