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Reception phone handling multiple lines

Submitted by anthony@arion.com.au on Tue, 10/07/2008 - 02:05

Hi,

Here is a brief run down of our current configuration and what I am trying to achieve.

Reception has a 7961 handset with the 7914 sidecar. We have 4x ISDN lines used for inbound and 4 VoiP lines for outbound. Our goal is to have who ever is at reception to answer all incoming calls and then direct them to appropriate department/person.
To achieve this I was thinking of configuring the following. Having all incoming calls direcetd to extension 501 in addition to this I will also set up ext 502,503,504. Each extension will be mapped to one of the 6 buttons on the 7961. The idea being that as each extension becomes engaged the "busy diversion" number will be the next extension. I am aware that an individual button can handle multiple extensions but this isnt that user friendly for the receptionist.
My question is, is there a betetr way to achieve what I am hoping to do here? Any thoughts/inputs are welcome.

I have to say when we first purchase the uc500 we thought it was a dog but as we have become more proficient at the CLI and invested more time we have been able to get the system working very nicely. Here's what we have achieved so far and what we are aiming to do.

Implemented
- Outbound calls over VoiP with cascade to ISDN and PSTN lines as needed.
- Outbound calls ot fleet mobile via a 2N GSM gateway. Mobile numbers in our fleet are automatically detected and router via a 2x GSM card gateway for free calls. This also works nicely for the guys out and about as they can call back to the office for free and then initiate a new outbound VoiP call.

Plan to implement
- Unified Call Connector (click to dial and presence)
- Inbound fax to email
- External VPN phone extension for teleworkers

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#1Submitted by anthony@arion.com.au on Wed, 10/08/2008 - 04:31.
anthony@arion.com.au's picture

champion

Will give it a go as soon as I resolve the daylight saving time issue with 7961 and 7914 units!!! It never ends.
#2Submitted by darryltyson on Tue, 10/07/2008 - 22:37.

ephone-dn with preference command.

The following will create several lines with the same phone number. Which I have always found easier with forward to VM etc.. also if the receptionist needs to perform a consultative transfer or conference then you will have to use the dual-line command, this will then cause two calls on each line. So make sure you also use the "huntstop channel" command to stop two calls per line but still allow, transfer and conference. I would also add the no answer configuration on each line to point to voicemail.

ephone-dn 10 dual-line
number 501
no huntstop
preference 1
huntstop channel

ephone-dn 11 dual-line
number 501
no huntstop
preference 2
huntstop channel

etc...

Then apply these to the reception phone.
#3Submitted by anthony@arion.com.au on Tue, 10/07/2008 - 22:01.
anthony@arion.com.au's picture

Button per line

With the octoline would we then just asign that line to each one of the 6 buttons on the 7961? I am trying to avoid having the receptionist use the soft keys to juggle multiple calls.
#4Submitted by PitViper on Tue, 10/07/2008 - 13:15.

Sounds like an Octo line

I'm not sure if it's available on the UC yet, but CME 4.3 will let you define an ephone-DN OCTO line which will allow the receptionist to have 8 simultaneous incoming/outgoing calls. I recently converted a setup similar to yours over to just one 8-line DN for the receptionist and so far so good.

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