Avaya Demystified by Walt Medak
Q: We have several different operators who staff our attendant console at various times during the day. Some prefer to use the physical console telephone set, while others prefer the IP Soft Console. I’m having trouble figuring out an easy way for them to be able to switch between the two. I’ve tried setting up a combination of hunt groups and coverage paths but can’t seem to make it work the way they would like. Is there an easy way to accomplish this?
A: There is a configuration we have used for a number of similar situations. For example, sending calls to a different number if a group has a meeting, or the business has to be closed at a time during otherwise normal hours. I think it would work fine for your situation as well.
What you can do is set up a new ACD hunt group with one member. In your existing attendant vector, insert a step immediately before you route the call to your primary attendant position, which in this case we’ll say is the physical console phone. That step would check for “staffed-agents” in your new hunt group. If it sees that the new agent is logged in, it would send the call to a step further down in the vector that would route the call to the Soft Console. The operators would simply have to log the new agent in when they want the calls to go to the Soft Console, and back out when they want to use the physical console phone. You could set up a few abbreviated dial buttons on the console to manage the log in and out functions.
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