Phone Systems

Previous Thread
Next Thread
Print Thread
Rate Thread
How can I find out where a call goes...
#468656 08/29/07 06:08 AM
Joined: Aug 2007
Posts: 5
Member
OP Offline
Member
Joined: Aug 2007
Posts: 5
I have an Iwatsu Omega-phone ADIX - I'm looking to document the path that incoming calls take through our system. We have an operator who sends calls to two different queues and then there is a pecking order within those queues as to what order the call takes through the queue - if an extension is busy it jumps to the next extension, etc.

I also need to find out/ and learn to edit/ how the system handles the operator extension being busy. Currently it rings 8 times then goes to voicemail??? What we want it to do is ring 5 times and get sent into our customer service queue.

I have ADIX Programmer V3 and OmegaVoice VMI editor.

Thanks in advance for the help,
mljoy

EMP & Lightning Home Surge Protection
EMP - Click Here!
Re: How can I find out where a call goes...
#468657 08/29/07 08:38 AM
Joined: Aug 2007
Posts: 34
Member
Offline
Member
Joined: Aug 2007
Posts: 34
there's a question that needs answered first
Your queues are the "ACD" queues or hunt groups, there is a difference and depending on which ones you are using will define where to look. If the people in the queues have to login they are using ACD if they don't have to login it's a hunt group.

For the attendant voicemail all you need to do is look at either the global call forward NA timer, or each station can use it's own timer, global FWD NA timer is in Class 4 item 13. Or for the individual timers are in class 10 item 75 element 2.

Re: How can I find out where a call goes...
#468658 08/29/07 10:19 AM
Joined: Aug 2007
Posts: 5
Member
OP Offline
Member
Joined: Aug 2007
Posts: 5
The answer to Q2 - just what I was looking for. Thanks! What do the numbers represent rings or seconds?

The answer to your question - ACD groups - users log into a queue.

Re: How can I find out where a call goes...
#468659 08/29/07 10:53 AM
Joined: Aug 2007
Posts: 34
Member
Offline
Member
Joined: Aug 2007
Posts: 34
The numbers for the timers are seconds, a typical ring cycle ring on and off about 4 seconds so for 4 rings set the timer to 16-17 seconds.

As for the ACD there are two ways the ADIX will determine who gets the call, by agent answering priority then by the longest idle. Agent priority is class 20 item 4. if it's a 1 they will get first priority and so on and so on. if everyone is the same priority it will decide just by who's idle the longest..

Re: How can I find out where a call goes...
#468660 08/29/07 11:17 AM
Joined: Aug 2007
Posts: 5
Member
OP Offline
Member
Joined: Aug 2007
Posts: 5
This is meaty stuff for a rookie like me. Thanks again.


Moderated by  Jadix, JBean3329 

Link Copied to Clipboard
Forum Search
Most Recent 5 Post
Harris TS44 Buttset keys 4, 5, and 6 not working
by Mercenary Roadie - 09/22/20 03:34 AM
Omega 924 extension assignment
by Keyset6 - 09/21/20 08:06 PM
Call Forwarding to VM
by ALB300 - 09/21/20 02:24 PM
Unisons to give away
by RUSS K. - 09/21/20 01:52 AM
Who's Online Now
34 members (hbiss, Professor Shadow, Yoda, LenShustek, ffej010, dexman, RATHER BE FISHING, nortelvoip, STS E, Touch Tone Tommy, Coral Tech, steve2653, teldata1, ChrisRR, JBean3329, gelehu, slips007, Carl Navarro, hitechcomm, ChevyFanAttic, justbill, Artorevs, Ruben, katbutters, nfcphoneman, ChrisNI, Bull Tone, BTS01, KRRath, Bob3470, jab1780, metelcom, Gary S., Silversam), 509 guests, and 73 robots.
Key: Admin, Global Mod, Mod
Popular Topics (Views)
Forum Statistics
Forums94
Topics93,958
Posts637,271
Members49,349
Most Online5,661
May 23rd, 2018
Today's Birthdays
B & B Communications, commo23, mikedphones
Newest Members
selflawyer, crazy88, Ray Mar, NKol423, Rob McKay
49348 Registered Users
Get Tech Support Now! Click the banner below
Get Tech Support Now!
Top Posters (30 Days)
dexman 34
hbiss 14
teleco 12
ABLE1 7
Bluewater Sailing
https://www.patreon.com/bePatron?u=5256033
EMP Shield for Commercial - Home & Vehicle
Use Coupon code SAVE - Click Here!
Servpro Ventura 24-Hour Emergency Service
Free Estimates call us now 24Hours
Contact Us | Telephone System Tech Support | Terms of Service

Sundance Communications is not affiliated with any of the above manufacturers.
©Copyright Sundance Communications 1998-2020
Trusted Partners