IT Help Desk Scenario

Question

IT Help Desk Scenario

Ben Jenkins (Systems Engineer)

(OP)

23 Feb 21 16:14

HI gurus,
Hope you can help me out on this one.

Customer has an IT Help Desk Hunt Group. They want all help desk calls to come through that Hunt Group and do not want their employees to be able to call the individual members of the IT staff directly.

That's pretty straightforward - just set CfdAll for Internal Calls only with a target of the IT Help Desk hunt group.

The tricky part is that they still want the IT staff to be able to call each other directly, along with the IT manager and a few other select VIPs.

Any guidance on how to accomplish this would be greatly appreciated!
Thanks!

telecomtekperson (Vendor) · Answer 1 · 2021-02-23 17:32:44

Never tried DND exceptions for Hunt Groups...but you could build an Exception list, and have the stations stay in DND..

derfloh (TechnicalUser) · Answer 2 · 2021-02-23 19:40:46

I don't think that a user in DND sum get hunt group cams presented.

IP Office remote service
IP Office certificate check
CLI based call blocking
SCN fallback over PSTN

budbyrd (Vendor) · Answer 3 · 2021-02-23 23:48:58

Give them an extra digit in their extension and remove them from the directory.

Dermis and feline can be divorced by manifold methods.*
*(Disclaimer for all advise given)--'Version Dependent'

Ben Jenkins (Systems Engineer) · Answer 4 · 2021-02-24 16:15:22

Per documentation, "Calls to a hunt group of which the user is a member do not use the Do Not Disturb
Exceptions list."

budbyrd - thought about the extra digit approach and using short codes to route calls to the first four digits of their extensions to the IT Help Desk hunt group. Unfortunately, I can't hide them from the directory due to Avaya Call Reporting. The IT Manager wants reports on how many calls the IT Help Desk is handling.

Further complicating matters is that they are now heavy Avaya Workplace users. So I think even with the extra digit and short codes, if someone clicks on an individual member of the IT Help Desk from the Workplace client and clicks Call, digits are sent enbloc and the short codes are bypassed.

budbyrd (Vendor) · Answer 5 · 2021-02-24 18:47:18

At that point then it is an HR issue. 'Don't do this if like getting a pay check.' machinegun

Dermis and feline can be divorced by manifold methods.*
*(Disclaimer for all advise given)--'Version Dependent'

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IT Help Desk Scenario