How to set the 0 to a station other then the 3410

[billjw]

My boss claims that before I was hired they had the ext 0 got to a different location the the main switchboard. I did not think this was allowed, but he insists that it be done. Any thoughts on the best way to do this?

 

[billjw]

my system is a G3csiV11 software version: R011i.02.0.110.4

 

[SF0751]

I would like that you could do this with the aar digit-conversion table.

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[1Jumbo]

You might also change your dial plan analysis to make zero an extension. Then you could create a vdn zero and route using a vector. Or create an x-port station zero with a creative coverage path.

 

[avayastrongman79]

billjw...

We just changed the way "0" routes internally at our site 2 weeks ago. There were a lot of problems with the old attendant console, and the new set up is skill-based routing, and working very well.

As 1Jumbo stated above, you do a ch dialplan ana, make 0 an ext. From there, you can create 0 as a VDN to vector, or station with coverage.

We created the agent, skill group and vectoring beforehand to test routing. The night of the change, I installed a pre-programmed 6424D+ with 24 button side car to replace the console. Now our call center supervisors can report (through CMS) on 0 and our main number.

 

[avayastrongman79]

Forgot to add...make sure you check your system-parameter features, page 1, intercept treatment field. Make sure its announcement or other extension. If redirected calls go to the attendant, then you may want to change that.

 

[TechJimF]

I'm trying to do the same thing. Clear on everything but the console. Can we still use the console or does it have to be changed to a phone with DSS/BLF (XM24)?

Our attendants are used to using the hundreds selection to check status of extensions and transfer calls.

Plus we use the night button on the console when the attendant leaves the reception area during the day and also at the end of the day to send calls to the LDN into a night queue.

Thanks,

Jim

 

[1a22ip]

Look at display dialplan analysis You will see an entry:
Dialed Total Call Dialed Total Call Dialed Total Call
String Length Type
0 1 attd

This sends the 0 digit to your attendant. You can change the ATTD to EXT The assign a extension of 0 Then all the features of an extension are available.

Hope this helps

1a2 to ip I seen it all

 

[TechJimF]

But if I change 0 from attd to ext, can I still use the console or am I forced to use a set with 24 button module.

Thanks,

Jim

 

[1a22ip]

I believe that this will only change how the zero digit handled. If you use listed directory number those will still terminate on the Attendant Console.

That's my story and I'm sticking with it.

Thanks
ED

1a2 to ip I seen it all

 

[TechJimF]

I guess I'll just have to try making the change to see what happens. Everything about this scenario is positive except the possibility of taking the console away.

Jim

 

[lopes1211]

You would need to create a new dialplan entry for the attendent if you want 0 to be a station other than attd.

String Length Type
1234 4 attd

This would let calls to 1234 go to the console so they can still use the 302 set.


-CL

 

[TechJimF]

Am I in catch 22. If I change zero to an extension in the dialplan, I can setup vectoring and skills, but loose the 302 set.

If I then setup a new number in the dialplan for the attendant, I can use the 302 set but can't use the vectoring and skills.

Is this correct or am i still lost....

Thanks,

Jim

 

[lopes1211]

you need to setup 0 as an extension and make it a vdn and do whatever you want via vectoring. you would then have a new extension 1234 (the 302 console) which would be a route-to step in your vector to send calls to the attd. Yes, you can do both it's not a catch 22.

-CL

 

[TechJimF]

Actually, don't want any '0' calls going to the console, only to '0' VDN/vector routing for operator calls.

The 302 console would continue to be physically used for the hundreds selector DSS/BLF features, emergency call indication and night mode to send calls to the LDN.

Does this scenario do what I want? Seems like it will.

Thanks,

Jim

 

[lopes1211]

And who is calling the console? at it's new number 1234? i.e. where are these calls coming from?

-CL

 

[98Converter]

Jumping in late in the game:

(If available) Why not use tenant vectoring... For all phones in Tenant 1: Change Tenant 1 then populate the attendant group with Tenant 1, and place an unused extension in the Attendant Vectoring VDN.

Then create the VDN and say Yes to attendant vectoring, then create the vector and put whatever exension you want to route it to...

Thanks,
CJH

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[TechJimF]

Lopes1211 - If this all works, I don't want anyone calling the new number 1234. I want all calls to the '0' (route-to commands, zero out from M.M., etc) to go to the new '0' VDN. The original operator with 302 console will be assigned skill 1 and our back up operator at another location with an 6416D+M set will be assigned skill 2.

98Converter - This all started because I turned on tenant partitioning a week ago which broke the backup alerting feature under console parameters. We were fine until then. Played with the attendant vectoring but couldn't get it to work. Plus, I don't think it will work with the 6416D+M as my bakup operator. Also want to use normal ACD vectoring to check staffing, availability, wait steps so the backup doesn't get calls immediately when the primary is logged in.

Thanks,

Jim

 

[TechJimF]

Okay - Implemented '0' as a VDN this morning, working great. I couldn't change the attendant in the dialplan to a four digit number. requires a 1 or 2 digit number. But the more I thought about it, no calls will ever route to the "attendant" anyway, only through the VDN/vector. Also found an issue when zeroing out from voicemail. If the call rang more than 30 seconds, Modular Messaging pulled the call back and played a message stating the extension is unavailable, or something like that. Solved by having my first step as wait 0 seconds hearing music.

Thanks all for your valuable input.

Jim