sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Inter-tel 5.2 - Queue options?

Hi all,

Reading through this board has been a tremendous help. I'm an IT guy by trade, as it appears many others here are as well, and my company has asked for help with their Inter-Tel 5.2 phone system.

Specifically, queue options. There's a specific Customer Service department that has a hunt group setup for about 10 people, and this is working rather effectively, except the continual ring. Is there a way to build queue options into the 5.2 database so when a call comes in, it sits in a queue, then program the Eclipse2 phones to have one of the "quick keys" on the right dedicated to the queue (i.e. light is on when people are holding, etc.)? If the system does have such capabilities, what would happen when an agent becomes available, would it auto transfer the call, or would the agent have to press the assigned quick key to claim the call?

I've looked through the various DB programming resources and very briefly see queues talked about, but I wanted to ask the experts if our specific setup can be accomplished. Thank you for your time!

You could turn off HG audio camp on notifications. This is located under system/station related information/flags. This would make it so they would not get audio indications that there are calls camped on to the HG when they were busy on a HG call.

Thanks for the quickly reply - so a Hunt Group is the only true form of a "queue" this system offers?

The problem is there are a lot of phones/reps in a small office area, so the phones are ringing to reps who may be doing wrap up work, etc. The group has said it's causing a bit of stress when they hear continous ringing all around them from a call that's essentially bouncing back and forth, waiting to be answered. I was just wondering if there was a way to "queue" that, or even silence it, and have it auto-ring in to the next available rep.

Yes a Hunt Group is the queue mechanism within Inter-Tel. I can imagine that it would be stressful to hear ringing all around, but honestly if there arent people at those phones then they should either go into DND or log out. The procedure for that varies depending on if you are using ACD or not but either way it is fairly simple. That coupled with turning off audio camp on indications, the only way a phone will ring on a HG call is if it is:
-Not busy on a HG call
-Is not in DND
-Is not HG Removed or Logged Out (ACD)

Awesome! Thanks so much for your help, I really appreciate it.

I do have one more question, something I've been working on this morning. Wasn't sure if I should start a new thread or not, but I figured I'd try here rather than start a new one.

We have an IP card in our system, a few IP phones. There's some connectivity issues there (the phones work - but only intermittently - they'll randomly start working during the day, then randomly stop working... the users can be heard by callers, but the users themselves cannot hear the callers - anyway, that's another issue that I think may be related to the port or QoS on the router.)

Anyhow - we received a new IP phone today and I'm looking to add it to our system. I've programmed it with our proper information, IP card, given it a static IP, etc., however when I boot it up, it gets stuck on "Waiting for authorization..." and doesn't move any further. I'm assuming because the DB doesn't know anything about the phone? I was looking through that, too, in the admin guide.. and I think this new phone needs to be added as a station first, then assigned an extension. But please correct me if I'm wrong.

....and no, we don't use ACD here (folks don't log in/log out), and DND is rarely used. So some office policy will have to be changed in addition to the technological changes.

Given that you are on 5.2 the IP card programs separately from the axxess DB. You will need to HTTP to the card and set up the MAC of the endpoint that corresponds to the IP card port tha tyou have programmed in the AXXESS. In newer versions of Axxess the IP card is native to Axxess and you program it all from the Axxess DB studio.

Oops, I left that part out. Yes, I HTTP'd into the card, set the new phone up as a new circuit, entered the mac address from the phones display, then saved and reset the circuit.

I also added the phone to a port on the IP card in the database. I guess my question is, where in the database do I associate that particular phone with an extension, so that waiting for authorization message goes away?

You need to find the card slot the IP card is in. It will show up as a DKSC16 in the DB. Program the DKSC port that corresponds to the port you programmed on the IP card, that should be it.

Sorry, went back and edited my post - posted a little prematurely. I found the card, added the keyset, which then setup voicemail, etc.

The phone is still doing the waiting for auth bit. Is there somewhere I have to associate that particular extension with this particular phone?

(the circuit in the HTTP setup corresponds to the circuit on the card)

Hmm, how may IP endpoints do you have created on the card? I am assuming also that you have an IPC or is it an IPRC? How many IP endpoints are currently up and working on that card? IPCs only support 8 endpoints.