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#1
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Hello,
i'm new to the ACM, and trying to get a hotline working; i could need some help. First i created a vector, a vdn and two hunting groups (ucd-mia) which work as expected - we have one team for telecommunication issues (3 extensions) , and another for it-support (7 extensions). If you hit 1, you will get one of the it-guys, if you press 2, you will get one of my team. But we want that the phones in each hunting group will ring at the same time and still can be logged in/out from hunt group. How can i handle that? Best wishes, Michael Last edited by wagne100; 02-22-2018 at 05:10 AM. |
#2
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Here's how we run our help desk. And I hope this might work for you.
![]() 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. ![]() 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.
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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) |
#3
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I think you could set up the hunt group users in a call pickup group and instead of having no-ring set on the pickup button have it set to ring they will still need to press the button but they will hear the call ringing if its not going to them. I believe what you want is basically a coverage answer group but you want the agent functionality with being able to log in/out?
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#4
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Thanks for your help! We did the trick with coverage answer groups. Trick because I've noticed that often a clever configuration is necessary. I also had to adjust the configuration so that incoming calls were signaled simultaneously on four devices and at the same time can be picked on four others only on request. So the four stations and an additional x-port station were packed into a CAG. Since login / logout was not wanted after all, that was easy..
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#5
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I was asked to set up a new building security line. The required parameters were. A number calls the following in order . . .
If required, I have a VISIO that provides details.
__________________
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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