Queue Calls in Cover Answer Group

[cshine]

2 questions in 1:
Can you queue calls in a Coverage Answer Group - and if so how? We do not have ACD (no BCMS etc...) but want to utilize the Auto Attendant for prompting and sending calls to a Coverage Answer Group.
If you can queue calls in a Coverage Answer Group can the queued calls be displayed on other telephone sets and actually be picked up by these telephone sets NOT in the Coverage Answer Group?
Many thanks to everyone who reads my requests and replies - you are terrific!

 

[Phoneman2]

Well lets see. If you do a "add cov an 1" you'll find 8 spots to put in ext. for that answer group. All the phone will ring at the same time. If after so many rings it will follow the second cover path which could be the second answer group. So an outside line rings to ext3423 the coverpath for 3423 is 2. Cover path 2 says send all call to answer group 1 then to answer group 2 and so on. any questions? Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[cshine]

Again, thanks for the quick response, however my question is: can calls be Queued in a Coverage Answer Group (all agents are busy) and can the calls queued be seen by other telephone sets outside of the coverage answer group and be picked up? Whew!

My thinking is that queueing is part of an ACD environment for which this system does not have the ACD application. They are wanting to use the auto attendant as a front end for prompting and then send to the coverage answer groups. Hopefully I am making sense of my questions.

 

[Phoneman2]

OK if you don't have ACD turned on then there is no queuing or agents. If all "extexsion/agents" are busy then it will roll to the second cov an group. If you put all the extension in a big call pickup group then yes extension outside of the cov answer group can pick up the call maybe! Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[mcopini]

Queueing to a Coverage Answer group won't work, ever. However, the big call-pickup group Phoneman2 tells about, is a nice option if you don't have ACD or EAS with vectoring. Also, you could try to experiment with coverage to a station on whose call-appearance other station have a bridged-appearance. Need help? Would be easiest to help you if you start telling us the user's wishes.

Good Luck and let me know,

Kind Regards,
Maarten Copini

http://www.effecta.nl

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