04-15-2010 02:30 AM - edited 03-15-2019 10:16 PM
Hello.
We have the Cisco 7931 IP phone in use. Certain people may have up to 6 different lines on their device. How can I configure our system so that they are busy if they are talking on line 1, allthough a call comes on line 2. Whatever line they are speaking on, the phone itself should announce itself as busy.
Is this possible? The problem is that our telephonist dont actually know if person is available or not...
Best regards,
Philip Hatt
04-15-2010 06:23 AM
Hi Philip,
In this type of config, each line is looked at individually. The Busy Trigger for
each line is seperate. If these 7931's are answering calls for multiple lines or people
the expectation is that when a second call comes in (while busy on the first call) you either
put call 1 on Hold to deal with the new call or let the new call flow through to VM. If you
let us know what the actual scenario is, maybe we can come up with an alternate plan
Cheers!
Rob
Please support CSC Helps Haiti
04-15-2010 10:32 PM
Hi and thanks for a quick answer.
The scenario is the following:
We have customer support taking calls for different companies. I have configured it so each company is represented by its own line on the device. I a customer calls to company A, first line will blink, and customer support knows what to answer. If customer calls to company B, second line blinks and customer support knows how to answer.
To make it even more difficult every customer support person has its own unique number per company.CS1. CS2, CS3 are customer support people. PL is customer primary line on the cisco device. It might look like this:
PL Company A Company B Company C
CS1 400 185200 185600 185700
CS2 401 185201 185601 185701
CS3 402 185202 185602 185702
All theese numbers are entered into a line group, so that people can log in and out with their phones. The problem if if CS1 is talking on line 185200, our telephonist dont know that, cause we only got linestate on the primary line of the device, in Cs1 it would be 400.
Hope we can find a solution to this.
Best regards,
Philip Hatt
04-16-2010 05:47 AM
Hi Philip,
I see
These type of configs are always a little tricky to work up a great
solution for. I would normally suggest that each Line group/Hunt group
that relates to the various companies A,B & C contain the same Support
person DN's (like 400,401 & 402). This way a new call coming in for
Company C would not be presented to the support person @ 400 if they
are already dealing with a call for Company A. The trick here is to allow the
support people to answer the call with the proper salutation. You can play with
the Hunt group to provide the proper Company A,B or C display.
The other possible solution is to use the Broadcast Hunt Algorithm for
each of the Hunt groups. When a call for Company A comes in it would
be presented to 185200, 185201 & 185202 simultaneously so whichever
support person was free was able to take the call immediately.
Just some ideas here.
Cheers!
Rob
Please support CSC Helps Haiti
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