jhenke

A queue is not possible unless you have queuing software. You can set up a line hunt where it will ring on one phone until the no answer timer, then hunt to the next line in the hunt group until the call is answered or goes to VM.

If you want all the phones to ring, all you need to do is put the operator button on the CSR's phones.

You can also set up the VM to send a group message, it will light all the phones at CSR and the receptionist position, but when one person calls the VM and retrieves the message, it will turn off the light on all the other stations.

wbreau

What if we do have queueing software? We are running a small inbound call center with this phone system and would like option 0 to go to our customer service agents which are group or queue 333. Do you know how to change the option to go to a group?

shoplifter

If 333 is an extension off the phone system then i would suggest the following:
Log into voicemail and press ctrl T for Transaction Box
1. Create a Tranaction Box (f with 333 as the box ID and name it accordingly.
2. In the Transfer box change it to read yes-->333 for both day and night and right below that change await answer to release.

Now press ctrl A for Easymade Application
1. Page down till you get to Operator settings
2. Change the extension to 333 and await answer to release.

Note:
Just going off memory because i don't have any docs in front of me at the moment....so this is just to get you headed in the right direction.

wbreau

Pardon my ignorance but if I'm logged into voicemail on the phone where am I pressing ctrl T and ctrl A?

wbreau

Please disregard my last post. We found a work around for now by creating a second operator login phone in the customer service area for after hours. Thanks for all of your suggestions.