HELP! Attendent Console Setup - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

TopJimmy · 08-20-2003, 04:56 PM

Are there any Attendent Console guru's out there? Because I need help with a problem I've been working on for over a week. I'm trying to get the stupid console to forward a call to an Attendent Alternative Answering DN (AAA DN). I looked up the feature in the NTP's and followed them. We have never used this before but it didn't look to difficult. WRONG :casstet:
The problem is getting the incoming call to go to the AAA DN. I set the ATIM to 14 (which is about 28 seconds or 4 to 5 rings). I set the AADN in LD 12 to a phantom DN in my switch. The second call into the console just rings. I can't tell if it's restarting the AAA timer or not.
Any suggestion? Ideas?

**Chas2002** · 08-20-2003, 06:07 PM

Top - One way to check the Call Waiting feature on the Console. When you place that second call to the Busy Console - I would think if the CW increases then your call isn't being routed to the AAA DN. If the CW doesn't increase then it's going somewhere.

Steamer · 08-20-2003, 07:31 PM

Attendant Alternative Answering only applies to calls that have already been presented to a loop key on the console.
In other words the attendant stepped away without putting the console on busy.
What you want to look at is the Attendant Overflow Position feature.

TopJimmy · 08-21-2003, 09:21 AM

Steamer - I had looked at the AOP feature first but infortunately you need Pkg 56 in the PBX (which I don't have).
Chas2002 - I was looking at the CW parameters in LD 15 and even changed some of the threshold numbers to no avail. When the second call comes into the console, the ring cycles vary. Is there some way to track what is happening? It appears the call never leaves the loop key but the feature states if call termination is unsuccessful, the call remains on the Att loop key and the AAA timer is restarted. The sequence is repeated until the call is answered at the console, disconnected by the caller, or terminated at the AAA DN.
I want calls to goto the console first. But if they are not answered after so many rings, I want the calls to go to the AAA DN.

Steamer · 08-21-2003, 08:39 PM

Top, You keep referring to "the second call" coming in to the console.
It sounds like the attendant is busy on the "first call" on a loop key.
The second call will be in the Attendant Queue until the first call is released.
From the NTP - "AAA only handles calls presented to the console, not calls in the attendant queue."
If you let it buzz on the loop key until ATIM expires it should go to the AAA DN then.
Sorry to hear you don't have pkg 56 but it sounds like that's what you'll need.

TopJimmy · 08-22-2003, 01:56 PM

Steamer, "the second call" is presented on the next loop key and just sits there and rings until the console operator answers it. What we are wanting to happen is:
The second or more callers hear 4 or 5 rings then goto the AAA DN. If the call is still not answered, it goes to a vmail message saying "Your call is important to us...blah blah blah". And we give the caller the option of going back to the operator or leaving a message.

**Chas2002** · 08-22-2003, 03:28 PM

TOP ---

Here's some research I did.......

Package 56 Attendant Overflow Posistion as Steamer states

Programming Notes:

With Pkg 56 installed........
LD 15 will prompt for
AQTT (Attendant Queue Timing Threshold)
AODN (Attendant Overflow DN)

The (2) above statements will route to your VM system at which time you can take a message or provide a greet only message.

Concern - how will you re-route the call back to the Console without losing your place in queue?

Another option you may have this set already - but I'll mention it just in case...

Recorded Overflow Annoucement

LD 15

REQ: CHG Change existing data block
TYPE: ROA_DATA Recorded Overflow Announcement
CUST 0-99 Customer number
OPT a...a Options (OPT responses begin on page 270)[/i:5f60927f66]
FRRT 0-511 First RAN route
- FRT 0-(20)-2044 Time delay in seconds for the first RAN route
SRRT 0-511 Second RAN route number for ROA
- SRT 0-(40)-2044 Time delay in seconds for the second RAN route
WAIT aaa Treatment during Waiting time for ROA (aaa = (RGB), MUS, or
SIL)
- MURT 0-511 Music Route
RICI 0-19 ICI key numbers that may receive ROA

TopJimmy · 08-22-2003, 04:25 PM

Thanks Chas! I agree that AOP is the way to go. Now I just got to get Pkg 56 installed on my switch. Does anybody know what that might cost? Ballpark?

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