CME Incoming call routing

Unanswered Question
Jun 8th, 2010

Hi everybody,

I'm still cutting my teeth on voice and I'm attempting to implement a small CME system for a branch office.  I'm wondering if someone can review my plan here and just give me any pointers.

So I have two inbound numbers that I need to send to different groups -- one inbound is a local call number, and the other inbound is an 800#.  I want the local calls to go to the receptionist and 2 assistants (simultaneously), then to the 800# group if they doesn't answer (busy or no answer).   For the 800# group, I'd like the calls to ring on 6 phones simultaneously, then go to the local call group.  The main thing is that the boss doesn't want any incoming calls to *not* reach a person, even if they have to bounce between both groups for awhile.

To achieve this, I've setup 10 dn's each for the local calls and 800# calls, similar to this:

ephone-dn 1 dual-line
number 6201
label Local #
call-forward busy 6251
call-forward noan 6251 timeout 19

...

ephone-dn 10 dual-line
number 6201
label Local #
call-forward busy 6251
call-forward noan 6251 timeout 19

ephone-dn 11 dual-line
number 6251
label 800 #
call-forward busy 6201
call-forward noan 6201 timeout 19
...

ephone-dn 20 dual-line
number 6251
label 800 #
call-forward busy 6201
call-forward noan 6201 timeout 19

Then, on the receptionist and assistant phones I added 'button 2o1,2,3,4,5,6,7,8,9,10'

On the 800# group phones I added 'button 2o11,12,13,14,15,16,17,18,19,20'

Will this achieve the desired behavior?  Any thoughts on a more efficient way to accomplish this?

Thanks inadvance,

Brandon

I have this problem too.
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Paolo Bevilacqua Tue, 06/08/2010 - 13:48

The more efficient way is using hunt-groups, login softkey and call queueing (B-ACD/AA). This way callers will know they are call being answered, and no phone will ring without a need.

branfarm1 Tue, 06/08/2010 - 14:28

Thanks for the quick reply.  So you're saying that my setup will work, technically, but it would be more efficient to use hunt-groups, logins and B-ACD/AA.

I'm not familiar with B-ACD/AA is that an automated attendant application?  I"m guessing it's something like "Thanks for calling company XYZ, we love to answer phones and we'll be with you shortly" -- is that right?

Paolo Bevilacqua Tue, 06/08/2010 - 14:33

It does that and a lot more. You can search for the documentation that is very complete.

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