My only reservation about this is what happens if the system is rebooted and the variables haven't yet been saved with translations. Understand about not messing with what is working, but I couldn't resist poking at a challenge.
Original Message:
Sent: 9/11/2023 2:22:00 PM
From: Chip Powell
Subject: RE: One-touch forwarding of 2 exts to rotating hybrid staff
That's awesome, thanks Tom! The holiday table method is still working for now, but this is a good idea too.
Original Message:
Sent: 09-10-2023 05:46 PM
From: Tom Lynn
Subject: One-touch forwarding of 2 exts to rotating hybrid staff
Hi Chip. I haven't had time to mock this idea up, but give it a read and see if it holds any water.
- Set a global variable ('dw') to a 1 digit long value, for instance, 9 to begin with since we don't have a day of the week equal to 9 (0-6 are valid day numbers)
- When a call arrives, check if 'dw' is equal to the day of the week.
- Goto step xx if they are not equal. This indicates the day has changed, and incidentally this is the first call of the day.
- set 'dw' = today's dow value. When the next call arrives the above will fail. and you'd presumably route to the extension number held in 'oc'
- If this is a Monday (DOW = 1), then change a global variable (oc) indicating the extension number of the new on call representative. (How, exactly?)
* Increment another variable (on), but only if DOW = 1)
* Check if 'on' > max value. If so, set it back to base value (start of rotation 0?) - Based on value of 'on', set global variable oc = extension number of OC
- The extension numbers can even be held in VDN variables if the OC rotation has 9 or fewer members, which would allow this vector to be used by multiple on call rotations.
Again, this is completely untested, but this is where your problem took me.
------------------------------
Tom Lynn
Forum Moderator
Original Message:
Sent: 07-19-2023 05:32 PM
From: Chip Powell
Subject: One-touch forwarding of 2 exts to rotating hybrid staff
Yes, thank you Mary! I'm going to add a voicemail failsafe in there too, in case one of us messes up the table, the caller will at least go to voicemail, which will send an email to the group, and that should alert us something is wrong, and they'll get their message too.
Original Message:
Sent: 07-19-2023 07:02 AM
From: Mary Doran
Subject: One-touch forwarding of 2 exts to rotating hybrid staff
With No-Touch as a requirement, Holiday tables would be the way to go. It is A LOT easier to change a holiday table than a vector.<o:p></o:p>
You may want to build a fail safe Holiday table in there. So, 1 table for Bill 1 table for Joe, 1 table for exceptions. Always check the exception table first. Goto step X if holiday in table 3 / Have step X be a route to. That way you don't have to mess with the Bill or Joe table if one of them is out sick or on vacation. It would really be the only touch your team would need to make.<o:p></o:p>
If it is a Bill week but he needs Wednesday off – Just put that Wednesday date in the exception table and have it route to Joe that one day. Bill's table wouldn't get checked because Wednesday was in the first check. The rest of the week wouldn't be so it would fall through to the Bill check. That way you can build out the Bill and Joe tables for the year and only need to modify the exception.<o:p></o:p>
CODE --><o:p></o:p>
<o:p> </o:p>
change holiday-table 1 Page 1 of 1<o:p></o:p>
HOLIDAY TABLE<o:p></o:p>
<o:p> </o:p>
Number: 1 Name: Bill's Weeks<o:p></o:p>
<o:p> </o:p>
______START_______ _______END________<o:p></o:p>
Month Day Hour Min Month Day Hour Min Description<o:p></o:p>
07 03 00 00 07 07 23 59 Week 1<o:p></o:p>
07 31 00 00 08 04 23 59 Week 2<o:p></o:p>
... <o:p></o:p>
<o:p> </o:p>
<o:p> </o:p>
Then your Vector would go to the correct number based on the Holiday Table:<o:p></o:p>
<o:p> </o:p>
CODE --><o:p></o:p>
<o:p> </o:p>
12 goto step 25 if holiday in table 3<o:p></o:p>
13 goto step 20 if holiday in table 1<o:p></o:p>
14 goto step 22 if holiday in table 2<o:p></o:p>
...<o:p></o:p>
20 # Route to Bill<o:p></o:p>
21 route-to number 5000 cov y if unconditionally<o:p></o:p>
22 # Route to Joe<o:p></o:p>
23 route-to number 5001 cov y if unconditionally<o:p></o:p>
24<o:p></o:p>
25 route- to number xxxx<o:p></o:p>
------------------------------
Mary Doran
Lead Telecom Analyst
Cartus
Danbury CT
Original Message:
Sent: 07-17-2023 10:39 AM
From: Chip Powell
Subject: One-touch forwarding of 2 exts to rotating hybrid staff
Hi, I'm trying to figure out a one-touch or very-low-touch way for the Telecom admin staff to forward two extensions to a rotating employee each week. The rotating employee is not an agent, so we don't want to build an ACD queue for this.
Ext 1 and ext 2 do not live on desk phones, but are configured as 9611's. Each week, we want all calls to Exts 1 and 2 to ring directly to a different employee. The employee has a desk phone, but is only onsite a couple of days a week, and likely using EC500 when they are offsite. A bridged appearance of Ext 2 on Ext 1 doesn't seem to follow the Ext 1 forwarding or the employee's EC500. Ext 1 works fine.
I know I can use Console Permissions to forward both extensions to the employee every week, but I was looking for a one-touch or lower-touch method for our team. I created a VDN and Vector, but I don't know how to tell the vector to forward a phone or unforward it.
Ideas?