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Old 08-13-2014, 05:13 AM
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marzahn marzahn is offline
Join Date: May 2014
Location: Among the trees in Western RI
Posts: 236
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Solution Delivered

Originally Posted by kjvargo View Post
Thanks, marzahn. Regardling the call longevity, I was hoping that:
  1. a customer calls a users DID line
  2. it rings three times at that users desk and isn't answered
  3. the call then routes to an agent in a skill three times
  4. If that agent doesnt answer, the call routes to the voice mail account on the oringal user (the DID in step 1).
Essentially the caller would hear 6 rings total.

We are trying to solve a business problem (management I guess we could say). Basically a group of folks talk to customer directly. Sometimes those customers call back to us - to a specific person. If that person is out, or on vacation, we still want to have someone take the call and by someone, I mean someone who has the same skill set and knowledge. However, if another agent isn't avaialble, we want it to go to the original agents voicemail. Not a group mailbox.

Hope this makes sense - thanks again.
Sorry for the late reply. But things got crazy here with the vacation schedule as it is. To make this work you would need to change the user's DID into a vector directory number (VDN) and use vector processing to do this. But before I suggest doing anything like this could you enlighten me as the to business requirement you are trying to meet? There may be a better way.
Thank you,
Bill Marzahn
Telecommunications Administrator
Neighborhood Health Plan of Rhode Island
299 Promenade Street
Providence, RI 02908-5720
401-459-6677 (Direct "Find-me" Line)
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