On-call phone rotation help needed - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

basketman · 04-18-2003, 12:38 AM

The Comm Team that I'm a part of, has been told that we are going to 24 X 7 coverage of our data center for 3 shifts. We currently have a single number solution for trouble calls - dial one number anytime of day/night, reach correct person, but need to expand it. The rotation will change each week, and each one of us has a cell phone. I can't think of an easier cleaner way to do this than the way I'm doing it, but only add one more phone to the Comm office.

The way it's set up now, is we have an ACD number NCFW-> VM, and then through a VSDN table/TOD controller to two Voice Menu Definitions. One for the person taking calls during business hours, and one for the balance of the week to the on-call person. These have menus that allow the caller to go to VM (then pages us with RN), or most likely press '1' to reach us directly. The assigned person has entered their cell phone into one of two phones in the Comm office, and depending on time of day, the call goes to one of the phones which is forwarded to the person's cell phone. This works clean, but there seems to be a better way now that we are going to three shifts. Does anyone have any better solutions to accomplish this feat? :casstet:

Thanks

gwebster · 04-18-2003, 12:28 PM

Have you looked at MIPCD (http://www.nortelnetworks.com/produc...ted/mipcd.html)? I think that it would give you the time-of-day, day-of-week routing that you are looking for and has a web interface for easily making the changes when you rotate.

basketman · 04-18-2003, 03:38 PM

No, I hadn't up 'till now. It looks pretty good but not sure if the company would want to spend the money for two small groups to use. In the interim, I'd like to find a simple solutition, even if it means just expand my current setup by one phone.

dude · 04-18-2003, 05:00 PM

I AM OF THE OPINION THAT A LOT OF CHANGING WILL LEAD TO AN OCCASIONAL MISTAKE. WHAT IF YOU SENT NIGHT CALLS PERMANENTLY TO ONE CELL NUMBER AND JUST PASSED THE PHONE AROUND?

acewarlock · 04-18-2003, 07:36 PM

Setup 3 ACD Queues 1 for each oncall person and then make the NCFW to to that persons cell phone. at night when they leave for the night then call forward the help phone to the ACD Queue for the oncall person that night.

basketman · 04-19-2003, 06:21 AM

The last two ideas are good in themselves, however we live (and sometimes die) by our cell phones. The company we work in, is a dynamic data production shop and we each keep our cell phones. With the flexible schedules we have, not everyone is in the office to change the phone daily.

Since the Time of Day Controller only give you two choices, could I for example have TOD Controller Service ID 1001 be the daytime hours (8-3), and the balance go to Service ID 1002, then forward 1002 back to a second Time of Day Controller, where I could pull second shift out of it ( 3 - midnight) SID 1003, and then the balance would go the third ID of 1004. Is it possible to point a Service ID from a TOD controller back to another TOD Controller in series?

acewarlock · 04-19-2003, 12:15 PM

Do you have DISA package in your PBX ? if so then you can use Remote Call Forward to forward the phone to a cell phone or to an ACD as stated above.

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