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OK...this isn't so bad.

SWCA (System Wide Call Appearance)

To simply call it a feature doesn't really do it justice. It's a feature like "Key System" or "PBX" is a feature. It really can be a completely different way of handling calls. Or, it can be used as a simple "feature".

What it DOES (simplest explanation) is: provide multiple call park locations (orbits, zones, etc.) that CAN (but don't have to) appear on fixed buttons on a telephone set or group of sets.

The way it fits the application in this thread is that: A) It can be invoked by pressing the HOLD key, and B) There is a feature within this set of features (SWCA) that allows you to answer the oldest call with the push of a button.

This is just one tiny example of a real SOLUTION this feature can provide.

Other examples would include - departmental call park groups (in lieu of a common system wide park), and - allowing a customer to operate "like a key system", when they have really grown to large for a squared key arrangement to be practicle.

The docs don't offer any complex examples or step by step instructions. If you look in the manual you might think "This is the dumbest thing I've ever heard of. When would I use this?", and that's fine. You never HAVE to use it. But if you do, there is a good chance you will find it is a very flexible tool that allows you to solve a variety of call handling problems.

Have Fun! :thumb:

Marty,

1) What is the feature code to retrieve the oldest call? And 2) I do have swca set up within groups in a doctors office, which is answered by one receptionist for multiple docs on a PRI.; so will this feature work in those circumstances?


~n

F*537 for Oldest Call (F*538 for newest).

...you'll have to try it out for your situation, to be sure it works exactly the way you want.

Test, test, test, then test again.

The only place I've seen SWCA used was a customer we took over from another vendor. The customer was completely confused about how it worked so I re-programmed everything and had them use Call Park instead.

To me SWCA usually has the customer so confused, and most techs never install it properly or train the user properly, we rarly even recommend it and in most situations like the above with 12 lines we would use a CP with a call center. The only thing there is to make sure they log in and out.

Toner and Nickels,

Your experiences support my position, and the reason I was resisting even mentioning SWCA. It is configured poorly and used inappropriately more often than not. I'm NOT suggesting that it be used in this particular scenario (in fact I would NOT use it here). I was only pointing out that a feature does exist that COULD solve the problem (although the implementation of the solution, could present a much bigger problem, than the original reason for implementing the solution in the first place).

Thanks for weighing in guys!