how to identify a cover group call ?

[billmx]

We are a new install of IP Office. When a call goes to our operator, if she doesn't pick up after a couple rings, the call rings out to a backup cover group. When it rings on our phones (model 1408) we have no way to know that it is the cover group or a direct call. It doesn't show anything different in the display, so people don't know when they need to answer with "Thank you for calling MY COMPANY, how can I help you", etc.

Our phone vendor recommended that we can upgrade our phones to a different model (maybe a 1416?) which has a different display that will somehow indicate when it's a group call.

Anyone have any idea how we could accomplish this with the 1408 models ?? We are not picky, any indication, a different ring or something in the display should suffice.

Thanks,
Bill

 

[amriddle01]

The name of the group the call was for shows in the top of the display, that's how you know



"No problem monkey socks

 

[sizbut]

If the calls are originally being routed to your operator by an Incoming Call Route, you can add a text Tag to that route. The tag is displayed with the call even if transferred or forwarded.

Stuck in a never ending cycle of file copying.

 

[amriddle01]

But as does the group name, if I am in "Group B" and the call overflowed from "Group A" then "Group A" shows on the display and then any Tag shows after that



"No problem monkey socks

 

[billmx]

not sure if i can link a google doc here, but this is a pic of what I am seeing:

https://docs.google.com/file/d/0BxvjrWJpbKWqdUxYMFlpLThCZkk/edit?pli=1

 

[billmx]

oh - and that was a group cover call

 

[amriddle01]

So wasn't the original group called "wireless call" ?



"No problem monkey socks

 

[billmx]

no that's the caller ID

 

[intrigrant]

You can try to disable the call timer, then you have more room to show info on the screen.
I would use "coverage group"in the user setting of the receptionist, then the display will show "WIRELESS CALL>Receptionist" if there is enough room on the display.

Coverage Groups

Release 5.0+: For users with a Coverage Group selected, coverage group operation is applied to all external calls that are targeted to the user.

For external calls:
• In scenarios where an external call would normally have gone to voicemail, it instead continues ringing and also starts alerting the members of the coverage group.
• The follow me settings of Coverage Group members are used, the forwarding settings are not.
• If the user is not available, for example if they have logged off or set to do not disturb, coverage group operation is applied immediately.
• If the user is configured for call forward on busy, coverage operation is applied to the user's calls forwarded to the forward on busy destination.



Coverage group operation is not applied to the following types of call:
• Hunt group calls.
• Recall calls such as transfer return, hold recall, park recall, automatic callback.



The Coverage Group is set through the user's User | Telephony | Supervisor Settings or through their associated User Rights | Telephony | Supervisor Settings. The only group settings used are:
• The list of group members. They are treated as a collective group regardless of the group's configuration.
• If the group has Night Server Fallback Group and or Out of Service Fallback Group set, the members of those groups are used if the coverage group is set to night service mode or out of service mode respectively.

 

[tlpeter]

If you consider the 1416 then have a look at the 9508 which are even better.

BAZINGA!

I'm not insane, my mother had me tested!

 

[IPGuru]

Avaya don't usually use the term cover group

Are you running in Basic mode or Essential Eddition?

in Essential mode if your 2nd group is added to the overflow group list of group 1 then it should display group1's name when it overflows (as already advised), I am wondering if Basic mode does things differently, we will not use basic mode on any IP office installation (because we like our customers to be happy ) so I do not know how if it operates differently

A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[billmx]

Thanks for the help on this. I followed the advice of intrigrant and removed the call timer. That leaves enough room on the display for the group name to appear. So now calls that pass out to the cover group list the phone number and then the group name ..... so for us it's showing up like 1-xxx-xxx-xxxx >Main

That does the trick for us,


Thanks !

 

[tlpeter]

IPGuru (TechnicalUser) 13 Sep 13 7:00
Avaya don't usually use the term cover group

Yes they do IPGuru
This a fairly new option:


Coverage Group: Default = <None>.
If a group is selected, then in scenarios where an external call would normally have gone to voicemail, it instead continues ringing and also starts alerting the members of the coverage group. For further details refer to Coverage Groups.

Coverage Groups


For users with a Coverage Group selected, coverage group operation is applied to all external calls that are targeted to the user.

For external calls:

· In scenarios where an external call would normally have gone to voicemail, it instead continues ringing and also starts alerting the members of the coverage group.

· The follow me settings of Coverage Group members are used, the forwarding settings are not.

· If the user is not available, for example if they have logged off or set to do not disturb, coverage group operation is applied immediately.

· If the user is configured for call forward on busy, coverage operation is applied to the user's calls forwarded to the forward on busy destination.



Coverage group operation is not applied to the following types of call:

· Hunt group calls.

· Recall calls such as transfer return, hold recall, park recall, automatic callback.



The Coverage Group is set through the user's User | Telephony | Supervisor Settings or through their associated User Rights | Telephony | Supervisor Settings. The only group settings used are:

· The list of group members. They are treated as a collective group regardless of the group's configuration.

· If the group has Night Server Fallback Group and or Out of Service Fallback Group set, the members of those groups are used if the coverage group is set to night service mode or out of service mode respectively.


BAZINGA!

I'm not insane, my mother had me tested!

 

[amriddle01]

I always turn the call timer off, probably why it works for me anyway



"No problem monkey socks