Setup of support Extension

[campyracr]

Trying to setup an afterhours support number.
During business hours hits a hunt group. After hours gets forwarded to the "on call" person's cell phone.

Q 1) Mgt is concerned it could be used for LD calls. I would think not as the call is initially an internal ext to ext call.

Q 2) Can I setup the call forwarding via Audix or does it have to be a programmed route?

Can someone put my mgt's fears to rest?

 

[EPalle]

There are a lot of answers to your questions...
Now, how are you going to route the calls after hours ??
The answer on Q1 depends on your answer to this question (will this be automated or do people have to enter a number ??)

Q2: Not sure why you want to use Audix to do this but that can be a system limitation. Do you have vectoring ?? Can you give us some more info on the software level of your PBX?

Thanks,
Erik

 

[scottyjohn]

I think it would be better done through a vector. Just tell it to point to the mobile after hours but you could set it up with a seperate COR that would not allow LD calls by using the Unrestricted Calls Lists John

http://www.eagle-i.co.uk

 

[campyracr]

I'd like users to dial a single extension. After hours the calls would be automatically forwarded to the outside number.

Can do vectoring, however I think it would be counter productive to change a vector as frequently as the "duty" changes from person to person.

 

[EPalle]

How many people will have to use the "on call" service ??
Are the people of the helpdesk on an ACD environment??

 

[scottyjohn]

You could set up a helpdesk extension and put a call forward button on there. Then all the engineers have to do is type in the number of whoever is on call that night. You could write the vector so that in work hours, the calls are routed to the relevant hunt group and after hours they are routed to the extension with the call forward button on. The extension which has the button cant be a login phone though as that would not allow you a call forward option.
John

http://www.eagle-i.co.uk

 

[campyracr]

ScottyJohn,
That's what I'm looking to accomplish. Mind you I am still new to the admin role. How does the engineer acutally program the call forward #? I thought that would be done at the switch or user interface (audix?)

So, does that open the possiblity that a user could dial the extension and get to an ld line?

EPalle, there will be 15 people in the hunt group

 

[EPalle]

Mmmm, 15 people is a lot....
Think that ScottyJohn has the best solution for it.
The best way forward is to create a hunt and let all people login into it, this to route all calls to the team during office hours.
In the vector you can add a step that will route all incoming calls to a station (or extension) after hours.
Put a call forward on that extension and it will work.

There are some issues:
1) the callforward needs to be programmed every day. This can give issues when people forget to do it or entering a wrong number.
2) and that is actually the answer to your first question.
If you create a call forward on an extension (outside the company) all calls will then be forwarded to that number.
But on the good side: people can't put a call forward on an extension unless it is their own. Only people with console permissions can activate a call forward for an extension from their phone. So nobody will be able to change the call forward on that extension then the support people.

Do you know how to create agents, hunts, vectors, VDN's ??
You will need to create a few of these to get everything going.

Erik.

 

[scottyjohn]

It depends whether or not your support guys desks are in a secure environment or out on the open office floor. The easiest way to do this is to create the station and on the 3rd page of the sation form you find the fields for programming the feature buttons on the unit. Just set one of these to call-forward and leave the extension field that appears blank. When you go to the phone just press the relevant button and dial the number of the mobile you want to call. Just make sure that the station has a COS that has the "restrict call forward off net" field set to "n". And this should work. If you set up a new COR for that phone, you can set the station to only be able to dial numbers that are x amount of digits long and that start with xxx digits.
So in summary, set up the station with the button, create a new COR for it, ensure the COS is set properly, create or amend the current support guys hunt group, and change the vector to route to the new station out of hours. I think that should do it. Just play around a little and it should work!
Hope this is all clear

John

http://www.eagle-i.co.uk

 

[campyracr]

Erik,
Thanks, I can fake my way through agents & hunt groups (it's been a while) the vectors & VDNs are as clear as mud. I understand what needs to happen, just the symantecs of the programming. I am confused on the daily programming of the phone.

John,
Thanks to you also, the COR I think will be the icing on the cake. All of the cell phones in use have the same 3 digit prefix.

Thanks to both of you. I'll post you on my progress.

 

[EPalle]

An easy way is to create a phone and install it at a desk.
On the phone, add a button called "Call-fwd Ext:".
When you press this button, you will hear a dialtone, enter the cell phone number and press #.
You will hear short beeps, this to tell you that the call forwarding is active. From this moment all calls will be routed to the cell phone number.
If you don't hear short beeps, the call-forward is not active. The following day, just do the same......

You can check if the call-forward is active by using the command : List call.
This will give you a list will all extensions that have call-forward enabled.

You can also work with an extension but no phone. Create the extension, but put an X in the address (example: extension 1234). You then create a button on the phone of the supervisor/manager that has : "Call-fwd Ext:1234."
Everytime they press the button they will program the call-forward for extension 1234.

Hope this helps,
Erik

 

[scottyjohn]

John,
With regard to the vectors etc.
Create a hunt group for all your support guys phones. Add them to the hunt Group and then write a vector something like this,

1 wait 2 secs hearing ringback
2 Goto step 9 if time-of-day = all 1730 to all 0900
3 Goto step 9 if time-of-day = fri 1730 to mon 0900
4 queue to skill 1st pri m
5 wait 40 secs hearing music
6 announcement 2408
7 goto step 4
8 stop
9 route to number 1234
10 stop

(where number 1234 is the extension of the phone you have set up)

Hope this helps John

http://www.eagle-i.co.uk