Setting up ACD???

[tomtx]

We currently have 2 help desk phones that i would like to setup to where members of our department can forward to a single DN which would in turn forward to either of the 2 help desk phones depending on which one is available. I've never setup an ACD before, so im not sure if this is what i need. Please advise.

 

[RD1234]

Or could use Group Hunt with two help desk phones as members.

 

[GHTROUT]

I'd just put the same number and a series of backup DNs on both phones.



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[tomtx]

Could you be more specific. I truly have no idea how to handle this. What is the best option? we are dealing with analog phones by the way.

 

[GHTROUT]

Are you able to log into the system and make programming changes?

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[tomtx]

yes

 

[GHTROUT]

Then replace the analog phones with digital phones, add a series of three DNs on each phone - the same DNs on each phone.

Use KEY 2,3,4 for them.
Put the Help Desk number on KEY 2
Set CLS HTA
Set HUNT 000
Set LHK 15

Avoid ACD - ACD users are unable to handle more than one caller at a time. The idea is that calls "Queue" (wait in line) and in your case, I think you want to be able to answer one, and put the next on hold, etc. ACD is for Call Centers, not two people in a small community department.

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