sundance-communications.com/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Partner ACS 6.0 + Partner Mail VS 5.0 Call distribution

Hello all - first post...

Got a customer that is wanting distribution functionality that I'm afraid their current equipment can't do.

Basically, customer has two sets of phone lines, each answered by their own auto attendant.

Customer wants to have two calling groups - each one with different individuals answering 'support' calls coming in on the two different banks of lines. So, each AA has one calling group associated with it, with people that can answer questions of two different types.

That's no problem obviously, but they would like to have calls that aren't answered by that calling group get routed to a BIGGER group of people that may not be able to answer the question, but could at least talk to them and run down the answer to their question.

Finally, they would like to have calls that never get answered for some reason route to a voicemail box.

Any ideas would be appreciated.

Well, you are not going to do it with the VS R5 and I doubt even with the current Partner Messaging. The Partner is not real good for ACD applications to begin with.

Maybe Tommy has a suggesion, I don't.

-Hal

Magix

With Partner Messaging, you could have Auto Attendant 1 transfer to Calling Group 1 (Ext. 71). If this group does not get answered, it can return to the Voice Mail, and have Ext. 71 point to Auto Attendant 2. Make Auto Attendant 2 just answer, play a message like "please hold", and Dial-0/timeout to Calling Group 2 (Ext. 72.) The members of the Backup group are in Group 2. If still unanswered, it will again come back to voice mail, and you can either make 72 the same Auto Attendant No. 2, or a mailbox to take a message.

Then the 2nd set of lines gets answerd by AA3, goes to group 3, comes back to AA4, goes to group 4, and comes back to either AA4 or mailbox 74.

It a kludge, and a Magix or IP Office will handle it sooooo much better.....