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2 Operators on KX-TD1232/TVS-200

2 Operators on KX-TD1232/TVS-200

2 Operators on KX-TD1232/TVS-200

(OP)
We have 2 stations that we want to use as Operators, Operator #1 has a full console (phone on port 01-1, ext 101, DSS on port 20-1), Operator #2 just has a KX-T7220 (port 03-1, ext 102).

We have a TVS-200 with four ports and our PBX is ALWAYS in Night Mode so the Automated Attendant always picks up first.  Up until today we had one Operator who you could get by dialing 0 or 101.  NOW, for half the day, we want to have Operator #2 at x102 answer all internal and external calls that dial 0, while still allowing x101 (Op#1) to get calls at x101 but NOT when people dial 0.  For multiple incoming calls to 0 we do NOT want them to flow over onto Op#1(x101), instead, Op#2 will use Call Waiting to handle multiple calls.  THEN, when Op#2 leaves at noon, we want Op#1 to receive all calls to 0.

Is this do-able?  I thought I had it worked out in the TVS programming (the built-in menuing system via PC), but it only works for INTERNAL calls to 0 and NOT for EXTERNAL incoming calls to 0?!?

Thanks for your suggestions!

RoundAbout

RE: 2 Operators on KX-TD1232/TVS-200

Put the two stations into a dedicated extension group and define that group (let's use group 4 for example)  as UCD. Program the TVS so the operator's extension is 194 (the default flexible code to access group 4) and the operator's mailbox as 101. You must also program the operator's transfer string in the TVS to be FXAD else it will blindly release the call and it won't forward to a mailbox.

Now you train the operators to login/logout in a coordinated fashion. You can even give then a button to show them their atatus, and if logged in, the button will even flash if there are calls waiting. Now, if your calls are not queueing properly, it could be because the software release of the KSU won't sequence a supervised transferred call. If this is the case, you must set the operatot transfer sequence to FX1D and program an overflow extension to an unused analog port which is forwarded immediately to voicemail. That overflow mailbox (don't forget to program a UCD timetable) could have a greeting that says "Sorry for the delay, an operator is not available at this moment, your call is very important to us. Please leave a detailled message after the tone and we will get back to you asap. If your call is urgent, please dial 0 now to continue waiting." (the covering extension of this overflow mailbox must be set to 194 (if you indeed used group 4 as UCD) and the call will reenter the queue.

As for internal people having the convenience of dialling 0 still to reach the switchboard, either have the learn to dial the specific extension directly, or delete (in the ksu) the operator's access code 0 entirely (program 100 - flexible numbering)  and then define a one touch dial (also in program100) for 0 to xlate to 194.

Sound complicated? It's not if you sketch it out on paper first.

Good luck!

Pat MacKinnon
Omni telecommunications Inc.,
London, Ontario, Canada
omnitel-ca

RE: 2 Operators on KX-TD1232/TVS-200

(OP)
Thanks!  That's quite a mouthful!  I'll have to sketch it out as you recommend.  In the meantime I DID find a suitable work-around.

Thanks again for your help!

RoundAbout

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