Station Button Programming Issue 1

[dciscokid23]

The call center I work in answers calls for multiple customers and all have their own abbr dial speed dial buttons.We're using 4610s, some customers utilize 24 button some only 5 or 6.

We move agents who are handling customers who have 24 buttons programmed and move them to customers who only utilizes 6 buttons. Using a station template will not remove the other 18 buttons that are not needed for the new customer. Most times its 20-30 phones that need to be reprogrammed.


My question is, is there a way to reprogram more than one phone and its abbr dial buttons so that nothing appears on the buttons that are no longer used?

I know with a station template I can program NEW phones the way I want, but I need to reprogram phones that have already been programmed. I dont have a problem going from 6 button to more than 6, the problem arises when I need to downsize in the number of buttons programmed.

Any suggestions.

 

[AvayaTier3]

you can create dummy extensions in CM. Use them to add new stations.

duplicate station xxxx count 5 start 2001

this will use station "xxxx" (your template station) to add 5 new stations with the same buttons and abbrv dialing that xxxx has

so, remove old station, duplicate new station from desired template station.



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

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[dciscokid23]

Thats what I am trying to avoid, removing/deleting stations and then re-adding them with the new button assignments.

 

[SF0751]

If you use the method that AvayaTier3 describes, it takes less than 3 minutes. Make a list of your extension and port assignments. Remove the stations. Add the stations back, using the "duplicate stat" command from your dummy station templates, and put the correct extension and port assignments back in. Done.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[dciscokid23]

Thanks AvayaTier3 and SF0751,

I do understand what both of you are talking about and have done that in the past.

I was just hoping for something less time consuming. It takes me longer than 3 mins because usually its more than 25 stations, never sequential and always when the agent has already started taking those calls for that particular customer and is already on the phone, so deleting and readding is very seldom an option.

Thanks (sniffle sniffle) I'll continue on with the way I've been doing it (sniffle sniffle)

 

[AvayaTier3]

Have you ever used "change extension-station 1234"

exisiting phone 1234, change number to 4321
now you can "dup station xxxx to 1234" from your template

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

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[dciscokid23]

Ahhh,

I see where you're going, but because these are ip phones, they will reboot/reload if its a different extension.

I'll just have to live with the fact that I have to do it all by hand. Gosh, modern technology, how I've become so lazy as not to do it by hand. LOL

My thanks goes out to both of you, AvayaTier3 and SF0751 for all of your help and suggestions.

I am sure I will be posting again soon.

 

[SF0751]

Well, here's one idea; not sure of your volume, so I don't know if these would work for you or not. Could you create X number of extensions per customer button set and assign a full set (X number of extensions) to each agent? So, Agent A is given extension 5000 through 5009 for the different 10 customers. The agent is then responsible for logging their station off and logging the station back on with the appropriate extension for the customer button set that he/she is using that day.

Would use up your station licenses, though.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[dciscokid23]

Good idea but not an option (lol) we have far to many agents.

Thanks for the suggestions,


Brett

 

[SF0751]

Yeah, that's what I figured. Good luck to you on this.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France