Mark S. Lemburg

Hey my first time here, HI. OK I have a G3i v6, When a call comes in to the PBX operator and she puts it on hold it seems all the other calling in go to the que but just set in the que and do not ring into the PBX until the call on hold is released. I want calls to keep ringing into the operator even if someone is on hold. This is a cool site because I don't have maintenance on the switch and this is a very large hospital and I'v been the phone dept. here for over 25 years. Thanks

ahays

How are calls being routed to the console operator ... via vector, listed directory number, trunk group destination, hunt group extension ... ? I think I have an idea of what the problem is but need to confirm how you're routing the calls.

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

PBXtech.info

 

Mark S. Lemburg

Calls come in to an Audix auto attendant, when the caller pushes 0 they go into the que. I made a status que button so the attendant can look into the que and see how many calls are waiting. Last night I called the hospital pushed 0, I put that call on hold at the PBX then I called in on two other phones both times pushing 0, I checked the que status and could see my two call waiting but the PBX was not ringing at all. When I took the call off hold and released it the first call in the que rang in, when I released it the next call rang in. The calls are routed via Trunk destination, The night destination is also an auto attendant. So the calls are in the que they just don't see the operator as free until the call on hold is released. Hope this is of some help. Let me know what your thinking it might be.

ahays

OK ... here's what I need to know now. When the caller presses "0" what is the Audix AutoAttd doing? ... i.e. transfer to 1234. Then, what is 1234? Is it a Hunt Group extension number, a VDN, etc.

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

Mark S. Lemburg

It was a VDN
Allow VDN override Y..........................................Allow VDN override N
----------------.................................................. ...------------------
----------------.................................................. ...-----------------
Vector number 1................................................. Vector number 2
Que to............ split 2 pri 1.................................. wait-time..........4 secs hearing ringback
wait-time.........4 secs hearing ringback...................rout-to.............number 1014 ( a Idn )
announcement...1990............................... ................................ with cov n if unconditinally
wait-time.........60 secs hearing music
goto................step 6 if unconditionally
stop
rout-to............number 1933 with cov n if unconditionally.....(1933 was a VDN going to vector 2 above)

ahays

Final question: How many Attendants do you have logging into spit 2?

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

PBXtech.info

 

Mark S. Lemburg

I have the BPX and next to it I have a 6408D+ with a log-in, log-out and status que button
You sure thats your last question....LOL So thats 1

ahays

So, you don't have an Attendant Console?

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

Mark S. Lemburg

Just one console maned by an operator in the day setting next to it is that 6408D+ phone that has the buttons for viewing, loging on and out of the que, at night the the console goes on night service and the ER gets the calls on a 6416D+. I always thought the one attendant was it but maybe I should check and see who is on split 2. Do I need to do that....how do I do that?

ahays

The reason that your operator is not hearing the rings of other callers in queue is for that very reason: they're in queue. They're not supposed to ring. Calls in an ACD queue will remain in queue until an agent becomes available. Therefore, as long as the console operator is logged into a queue (say, split 2) and is receiving calls from split 2, then she will only be presented one call at the time. Until she disposes of the current caller she will not be presented with the next call in queue. That is the very nature and function of Automatic Call Distribution (ACD). However, if only a single individual is logging in, then ACD is wasted. Here's what I would recommend:

1) Eliminate the queue and route the calls directly to the Listed Directory Number (LDN). Calls to the LDN are routed to the attendant BY DEFINITION. Additionally, when a second call comes in the attendant will actually hear the console ring (or buzz rather) and a second call appearance will begin flashing. He/She may then place a caller on hold and answer the next ringing call appearance.

2) You can set up "back-up" operators on other digital phones using the procedure found in the latest Administration Manual, Chapter 5, "Managing Your Attendant Consoles" in the sub-section "Providing Backup for your Attendants." The document can be located here: http://support.avaya.com/elmodocs2/c...s/233506_9.pdf

While the document above is for the latest release, the procedure for setting up backup operators is identical to the R6 release that you currently run.

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

Mark S. Lemburg

Thanks for all your time. you have a nice place here. Because we do feed the people in the Que information about the hospital ( they are waiting anyway so we put in a few plugs about how great we are and what we can do for them ). I'm just going to train the switchboard staff to PARK calls and not use the hold button at all that way the call will be moved off the switchboard and the next call in the que will go right on to her.
take care