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Old 03-23-2018, 09:57 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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Question Try Using EC500

Here's how we run our help desk. And I hope this might work for you.
  • Use two route-to steps to ring a station for each of the two teams.
  • Then have each ring-to destination pass the call to cell phones provided by your firm for each team member using EC500.
You could allow staff to opt out by configuring a button to turn EC500 on and off for each deskset. We do not allow this. And personally I do not like to leave this up to staff. But that's just me.

I always go back to . . . "It may be technically possible to X. But that does not mean your firm should do X." If you do this there is one gotcha to keep in mind.

That is if someone turns off a cell phone or lets the battery die, it makes everyone unreachable. Have you ever set up a time of day coverage table (change/add coverage time-of-day xx)?

You could use this table to build a coverage system for your people by time of day and day of week. Or you could do your normal tests for a global schedule in the vector you are writing.

Please let us know how you worked this out. It may help another "Phone Geek." And let us know if you need more.
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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