Operator Handling of Multiple Calls

Unanswered Question
Jan 10th, 2008
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Callmanager 5.1(2), 7960 Phone - two sidecards.

We have an operator that handles a high volume of calls and is frustrated with the display changes when trying to handle and transfer multiple calls. We have tried the following two options, but are looking for others:

1) Single line, set busy trigger to 6 calls. Problem: after answering the first call and attempting a transfer a second call comes in and changes the softkeys to Answer & iDivert. The Transfer key is unavailable until the second call is answered and put on hold.

2)Set up all 6 lines on the 7960 as rollovers; first line busy's to second line, second to third, etc.. Problem is display is confusing to the receptionist and when a second call comes in the Answer & iDivert buttons appear. The receptionist must hit the first line button to get the transfer button back.

Any thoughts on a better config option please let me know...

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Brian Carscadden Thu, 01/10/2008 - 11:15
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I think I found a workable solution: "rollover extensions" with Auto-Line Select and Auto Call Select disabled. This limits the loss of a transfer button and display changes on new calls.


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