MSYoung

Would a Call Pickup Group work for you?

__________________
Do not meddle in the affairs of dragons for you are crunchy and taste good with ketchup.

Marty

kfann

Call pickup would not work, because they are in different parts of the building.

Thanks,
Ken

Lisa5

Would a hunt group work for you?

MSYoung

Let me make sure I understand the scenario.

Phone 1 covers to phone 2 which is sometimes vacant.

You put a bridged appearance on phone 3 to pick up the calls when phone 2 is vacant.

Now phones 4, 5, and 6 are to be assigned the ability to answer calls to phones 1 and 2 but not at the same time. Sometimes it will be phone 4, and sometimes it will be phone 5, and sometimes it will be phone 6. Sometimes none of them are to answer the calls.

Phones 1 through 6 are scattered all over the building.

You want this to be automatic so these people do not have to do anything to make it work.

That about it?

__________________
Do not meddle in the affairs of dragons for you are crunchy and taste good with ketchup.

Marty

kfann

That sounds about right.

We had a meeting this morning with a person from one of the departments in question. We are trying to find out exactly what they want.

I work for a large non profit organization in the mid-west USA. Because of staffing cuts, some offices don't have full time support staff to answer the phone. Calls to the executives still need to be answered.

We have what I will call our Leadership Office. It has 5 departments attached to it. Calls to the executives still need to be answered by a staff assistant when the person called is not able to answer the call.

Here is one Example Scenario (This will probably change as we get more info)
1. A call rolls (covers) from the President of our organization to a designated extension within the President's office.
2. If the call is not picked up, then the call would roll (cover) one of a group of designated extensions (e.g. a hunt group??).
3. If that call is not picked up, then the call goes to the voicemail of the first extension called (or to their assistant).

The person in step 2 could be someone from any of the 5 departments in the Leadership office. We are still trying to find out from the users how the calls need to be routed. Some executives may want their calls to go to voice mail if their staff person is not available. Others may need for their calls to be answered by a real person.

Several options that the users may want:
• Let the person calling know that their call is seeking another available person and give them the option to leave a message before seeking another extension.
• The person picking up the call can see that the call came from the hunt group and the phone number/extension so that they can determine a pick-up.

We may need to contact an outside Definity support vendor to help us thru this. Any guidance you have will be appreciated.

Thanks,
Ken

MSYoung

By giving an incoming caller the option to leave a message or follow the fall through you are adding a personal auto attendant to what I stated in message 5. You are looking for a very complex coverage system. We can probably work through it here but you are not looking for a cookie cutter implementation.

It will depend on which is more important to you. Free but taking a long time trading emails once or twice a day. Or fast but paid for by Avaya doing this on site.

It will take some thought and I don't believe it can be completely automated because there are too many "what if's" involved.

__________________
Do not meddle in the affairs of dragons for you are crunchy and taste good with ketchup.

Marty

kfann

Thanks for the info.

Since we are still gathering info from the users, it may be a while before I have anything else to report.

Thanks again,
Ken

MSYoung

Good luck!

__________________
Do not meddle in the affairs of dragons for you are crunchy and taste good with ketchup.

Marty