Operator night service

[mnealtx]

Ok, guys...another question from the local idiot:

The operator's hours may be changed in the near future. If so, we will need to answer calls to "0" at night. Operator positions are 'normal' attendant consoles, phone where we would cover at night are 6408D+ with 2 buttons open.

Switch setup is 0 for attd calls in dial plan. There is no LDN and no hunt group for the operator positions.

I've been reading through the administration manuals and see where it says that night service connects all trunks to the night service cover, as well as "0" calls. This won't work for us - *ONLY* calls to the operator need to cover to night location, all other calls in/out need to work as normal.

I'm planning on either doing a send-all-calls button on the attd consoles, or a TOD coverage to route to a brdg-app station already existing on the phone. I'm thinking that I'll probably have to change COR on the brdg-app line to match the attd consoles, correct? Are there any special abilities the night phones would need? Most calls are directory assistance or local transfer, only a few are requests to check permission levels or outside trunk transfers.

Thanks in advance for any info...

- Mike

 

[mnealtx]

Grr...wish the forum software would let me edit...

Addendum:

Further reading led me to the attendant backup information, which looks like it *could* be a solution - does anyone know if this can be activated only at night?

 

[mnealtx]

Disregard - figured it out.

Here's what I did, for anyone else that may be wanting to set up attendant/operator call night service only:

Station screens:
Changed all backup stations to a COS that included console permissions.
Added attd-qcall button to all phones used for night service
Added autodial button for TAAS (Trunk Answer on All Stations) FAC to all phones used for night service.

Console permissions screen:
Calls in queue warning: 1 (this gives the alert when any call comes into attendant number when in night service)
Backup alerting: y

 

[busster]

If you do a change listed-directory, you will see a night position field.

Put your alternate extension in this field. Calls directed to the attendant will be sent to this destination. Be sure the attendant type is principle.

Clowns to the left of me, jokers to the right, here I am, stuck in the middle with you.

 

[mnealtx]

The examples I've seen of the LDN stuff had discreet attendant extensions - we don't have that here. "0" in the dialplan goes to 'attd'.

Would it still be possible to set LDN up in that instance?

 

[mnealtx]

Also... will it affect any OTHER calls than those to the attendant?

 

[montyzummer]

you could change the dial plan to have 0 go to an extn and make a vdn 0 from there send to a vector and get as clever as you like with call routing.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[busster]

When you put the system in night service using the button on the attendant console, calls to "0" or to any of the LDN's are re-directed to the night destination. You would have to look at your trunk destinations to see how these are dealt with. These should also have a night destination. If the night destination on the trunks points to the attd or one of the LDN's, these will follow the LDN night service, or they could have a unique night service destination.

Clowns to the left of me, jokers to the right, here I am, stuck in the middle with you.

 

[mnealtx]

Thanks for the replies - I'll test out the night destination LDN later today after duty hours.

Trunks are transport only - there's nothing that terminates out to extensions. Changing the dial plan would give us more flexibility in handling attd calls, but we don't really *need* much flexibility in that regard, at least not as of yet. The plan is to have the operators put the console in night service when they leave for the day - if it becomes an issue that they *don't* do so, then we may have to go the route of changing the dial plan implementing a vector.

- Mike

 

[busster]

The only time I have changed the dialplan is in cases where the customer just flat hates the console. They prefer to use another phone to answer incoming calls. Additionally,there are some things that the attendant queue will not do as well and a standard coverage path.

Clowns to the left of me, jokers to the right, here I am, stuck in the middle with you.

 

[AvayaTier3]

besides LDN there are several options for night service with routing to hunt-groups, or using incoming destination on trunk-group, as well as using night service destinations.

all operate independently:
system night service
hunt-group night service
trunk-group night service

coverage, vectoring and time of day routing open up many more options

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[mnealtx]

For our operators, directory assistance and call transfer are 99.9% of their workload. If transferring to night service becomes an issue, we might do the dial plan change and vectoring, but management is pretty big on people actually doing their jobs (nice change from some places I've worked!) so I imagine it won't be an issue, or be quickly taken care of if it *does* become one.

 

[mnealtx]

The LDN night service destination looks to be working, but ran into another snag - outside calls to the operator during night service. Our trunks are switch-to-switch tie trunks, not DID. There are no trunk night destinations. LDN night service works for internal calls, but external calls to the console (x4000 instead of "0") do not roll to NS.

To test, I changed the secondary console extension, then x-ported the old number and set a coverage path sending all calls to attd.
Result: Normal incoming calls ring attd. NS incoming calls go to busy.

I'm running out of options/ideas - I'm very limited in what I can do regarding vectoring and routing; the military bought the bare bones system. I have basic vector commands and that's all.

 

[mnealtx]

*SOLVED*

Changed attendant extensions, placed old extensions in LDN. All works.

YAY!