atcomsystems.ca/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Route to Specific Agent

Is there a way to let callers enter a specific Agent ID rather than an extension to be routed too?
If not, is it possible to build a group of extension numbers and give the caller an option to enter a desired extension? Simply having a Hunt group is not an option, they need to be able to enter one of 15 extensions. But I can't find a way to lock it down to only those 15 extensions.

The need for this is to limit the caller to only one group - I have found where you can transfer a call to a collected extension but we can't have callers entering an exstension of a person who should not be answering the call.
We have Axxess version 8.2

Is there a reason you wouldn't want to set up an application and let digit translation handle it? 1 or Ted, 2 for Ralph, etc.

There are only 9 available digit translation options, correct (I may be wrong on that one)? I have more agents than that.

MacGyver - you have a PM.

Actually you can use all your digits plus the star and pound sign. However you would break the options in half. For example, "For names the rest of the names, press #." That would hand you off to the next menu. Or you could do it on the front end such as for last names A-F press 1, then it would hand you off to the first menu.

I appreciate your help.
So there isn't a way that you know of to utulize the Agent ID's for this function? We also have a lot of movement and people don't generally take their extension with them - however they can log on at any phone with their Agent ID, I was hoping we could route calls to them that way.

I'm a little weak on Agent ID as we don't use them. However even if we were able to dial an Agent ID directly, how would that keep callers for dialing an Agent from another group. For example, we could set up a Hunt Group that only had one Agent ID in it, but you'd still have to restrict callers by using digit translation to keep them from going to someone you didn't want them to get to.

I still think step through menus are going to be your best bet. That's why companies all over use them despite the fact that we all HATE them when we call. But like I said, I'm weak on Agent ID so maybe one of the other techs will prove me wrong and show us both a better way.

YO! RCA! Metelcom! How about a consult?

I don't believe you can route calls by agent I'd without third party software, I may be wrong.

How are these calls coming into the system, through the main line or are they dialing a specific number for that CRA? My thought is you could change the extension numbers for those agents from the 1xxx range to say 7xxx range. Route there calls to a CRA that only allows their extensions to be dialed.

I would like to elaborate more on my thought but I'm on the road and typing from my phone.

The calls come in on a main line and are directed to a STAR application then CRA's. Can a CRA be created that will only allow certain extensions to be dialed or are you talking about what McGyver was - press 1 for extension blah blah, press 2 for extension etc... ?

Your right, the CRA will only allow certain extensions to be dialed. The catch is you have set that CRA to allow only extensions in the 7xxx range to be dialed and then change all the agent phones to the 7xxx range.

I didn't think about doing the dial collected extension thing and using a different number like a 7xxx series. I knew I sent up a flare for you for a reason. :thumb: