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Joined: Aug 2009
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What I'm trying to do is place an extension on three different phones (this extension will be a multicall on a not yet determined button)and then have it roll over to the main line of that phone if it's busy at that time.

example:8100 will be placed on and ring at three phones - 5000, 5001, 5002.

If someone answers 8100 on ext. 5000 then I want the next call to 8100 to roll to 5001. Does this make sense or is it even possible?thanks for your response.

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The Multicall appearance will ring on all 3 phones; once the first call is answered the other 2 appearances become idle and will ring for the next call. If it is important, put two appearances on each phone.


JimmyV

"Well informed people know it is impossible to transmit the voice over wires. Even if it were, it would be of no practical value" Boston Post, 1865
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If this is a 3300, you can use a ring group also

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Ring group I believe is available from SX200 LW19.0 and up. Ring group is for analog, however. Multicall appearances are the best solution for this application.

You can also make a hunt group -- If it's a terminal hunt group, it will start with the pilot and go down through until it hits an extension that is not busy.

You can also program a circular hunt group which will always begin with the next extension in rotation, regardless of what's busy or not busy.

You can also program an UCD group -- users log in, and the longest idle phone gets the call. Callers can hear a message, then sit in a queue listening to MOH until they get an operator.

Or you can program a full-functioning ACD group -- Callers get a message (RAD) then hear MOH until an operator is available. If no user will be available within a set time, the caller can "interflow" to another ACD group or to an operator or even voicemail. The system can even calculate the likelihood of interflowing, and automatically interflow if it's unlikely that an operator will become available in a set time.

ACD can generate reports, such as how many calls each user answered, how much time the user spent on other calls, average time per call, average time to answer each call, etc., how much time the group spent on calls, total calls answered, total time on calls, average time per call, etc. -- Great admin tool. ACD is a purchased option; the others are built in.

You can also add on further graphics and analysis of the data, with real time analysis of what's going on -- see who's on what call, how long, who's at lunch, who's idle -- and you can make people busy, set them idle, log them in or out, all from your PC. It's called PrairieFyre. Substantial additional cost is involved for PrairieFyre.


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