We currently use Call Handlers and unity subscribers for our support call center. We would like to move to a 3 schedule approach, meaning 3 different groups would get the calls routed to them depending on the time of day. Currently we are just using two teams which fit well with the open and closed greeting. Any idea on how to move this to support three teams? Is my only option using the alernate greeting and having them manually change it throughout the day when that third group starts answering the calls?
How automated do they want it to be? If the schedule is like clockwork never changing, you could configure time period/time schedule routing along with translation patterns on the CM to point to the AA during the first shift, another AA during the second shift, and a third AA during the fourth shift. If it needs to be more flexible than that, then I'd recommend the third groups goes in manually as you stated.
I have one number xxxx that I would like to setup on different schedules. I don't think the schedule would change much as they would like everything to evolve around UTC. Could you please send me some links on this so I can read up on it?
I think it definitely could be setup better than the way it is currently setup.
Now when the call comes into a XXXX number it gets routed unity, with caller input options. When a call comes into XXXX and it is closed the closed greeting sends it to another unity subscriber with different caller inputs. Depending on what the user selects on these caller inputs the call then goes back to CCM and then gets forwarded to a support staff cell phone number - depending who is on call.
So with them trying to add a 3rd schedule to it I am trying to come up with options.
So basically how would the ToD routing help since I am going to the same # always?
You would create three new partitions. You would also come up with three new time schedules with time periods in them. Let's say the hours are 7-4, 4-11, 11-7. You would put those time periods in under their respective partition as to make them only valid during that time. So let's say the main number for that is 6000. You would create three translation patterns in the each of those new partitions. The CSS would be one that can call into Unity. The transformed number could be 7000 for the 7-4 time, 7001 for the 4-11 time, and 7002 for the 11-7 time. Create CTI rp's for each of those 7000, 7001, and 7002 numbers. Then in Unity, create 3 separate call handlers accordingly.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
implemented in DST. Daylight Saving Time (DST) is the practice of
setting the clocks forward 1 hour from standard time during the summer
months, and back again in the fall, in order to make b...