Contact Centers, CRM Customer Engagement

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  • 1.  Hunt group to cell phones?

    Posted 08-17-2016 07:44 AM

    We need a solution for oncall techs where we can route a call to a cell phone and hunt it to another cell phone if the first isn't available. AT&T doesn't offer this feature and I don't see that AACC can do a supervised transfer, then pull the call back and reroute it to a second line if the first isn't available.

    Anyone have a suggestion or a different way to handle this? We have 3 phones that we'd like to do this with.

     



     Al Feinberg
     Sr. Telecommunications Analyst
     
     Hershey Entertainment & Resorts Company
     300 Park Boulevard |  Hershey, PA 17033
     Office: 717-508-1598  |  Fax: 717-520-5132  |  afeinberg@HersheyPA.com



  • 2.  Hunt group to cell phones?

    Posted 08-17-2016 07:48 AM
    take a look at ec500.

    regards,

    andre


    Am 17.08.2016 um 17:43 schrieb Al Feinberg, NCTS, NCSS:
    >
    > We need a solution for oncall techs where we can route a call to a
    > cell phone and hunt it to another cell phone if the first isn't
    > available. AT&T doesn't offer this feature and I don't see that AACC
    > can do a supervised transfer, then pull the call back and reroute it
    > to a second line if the first isn't available.
    >
    > Anyone have a suggestion or a different way to handle this? We have 3
    > phones that we'd like to do this with.
    >
    > Al Feinberg
    > Sr. Telecommunications Analyst
    >
    > Hershey Entertainment & Resorts Company
    > 300 Park Boulevard | Hershey, PA 17033
    > Office: 717-508-1598 | Fax: 717-520-5132 | afeinberg@HersheyPA.com
    > <mailto:afeinberg@HersheyPA.com>
    >
    >
    > -----End Original Message-----



  • 3.  Hunt group to cell phones?

    Posted 08-17-2016 07:49 AM
    Do you have Avaya Aura Messaging? If so, we are using the reach me option to do what you are describing. See below.

    [cid:image001.png@01D1F874.F78CA720]


    From: Al Feinberg, NCTS, NCSS [mailto:iaug-cc-crm-apds@lists.iaug.org]
    Sent: Wednesday, August 17, 2016 10:44 AM
    To: iaug-cc-crm-apds@lists.iaug.org
    Subject: [IAUG Forums] - Hunt group to cell phones?


    We need a solution for oncall techs where we can route a call to a cell phone and hunt it to another cell phone if the first isn't available. AT&T doesn't offer this feature and I don't see that AACC can do a supervised transfer, then pull the call back and reroute it to a second line if the first isn't available.

    Anyone have a suggestion or a different way to handle this? We have 3 phones that we'd like to do this with.





    Al Feinberg
    Sr. Telecommunications Analyst

    Hershey Entertainment & Resorts Company
    300 Park Boulevard | Hershey, PA 17033
    Office: 717-508-1598 | Fax: 717-520-5132 | afeinberg@HersheyPA.com<mailto:afeinberg@HersheyPA.com>

    -----End Original Message-----

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  • 4.  Hunt group to cell phones?

    Posted 08-17-2016 08:06 AM
    If you have the EC500 feature on your switch then you could create a basic
    ucd-mia hunt group with the member extensions EC500-enabled. That would
    work :)

    On 17 August 2016 at 16:43, Al Feinberg, NCTS, NCSS <
    iaug-cc-crm-apds@lists.iaug.org> wrote:

    > We need a solution for oncall techs where we can route a call to a cell
    > phone and hunt it to another cell phone if the first isn't available. AT&T
    > doesn't offer this feature and I don't see that AACC can do a supervised
    > transfer, then pull the call back and reroute it to a second line if the
    > first isn't available.
    >
    > Anyone have a suggestion or a different way to handle this? We have 3
    > phones that we'd like to do this with.
    >
    >
    >
    >
    >
    > Al Feinberg
    > Sr. Telecommunications Analyst
    >
    > Hershey Entertainment & Resorts Company
    > 300 Park Boulevard | Hershey, PA 17033
    > Office: 717-508-1598 | Fax: 717-520-5132 | afeinberg@HersheyPA.com
    >
    > -----End Original Message-----
    >


  • 5.  RE: Hunt group to cell phones?

    Posted 06-18-2019 09:03 AM
    This came up again. We don't have AAM or EC500 and no plans to get them.

    We did find a feature called Sequential Ring in the CenturyLink VoIP portal which would work perfectly IF we could apply multiple schedules to different hunt patterns of Tech Cell Phones. Unfortunately, it's limited to one pattern. 
    I don't know a way to maintain control of the the call after a ROUTE CALL command in AACC. 
    Also don't know a way to maintain control of the call through the PBX


    We need something like
    Mon 12-8 Jake John Josh
    Mon 8-5 John Mary Tom
    Mon 5-12 Fred Frank Flo
    etc.


    ------------------------------
    Al Feinberg
    Sr. Telecommunications Analyst
    Hershey Entertainment & Resorts
    Hershey PA
    ------------------------------

    Original Message


  • 6.  RE: Hunt group to cell phones?

    Posted 06-19-2019 09:35 AM

    I don't have a solution, just comments and supporting research. You can safely skip this post if you don't care to read it.

     

    Since you said EC500, I assume you're on a CM.

     

    I can confirm that AACC's ROUTE CALL will transfer the caller and give up call control. You can set up a script that evaluates date/time and ROUTE[s] CALL to the desired destination mobile number, but once routed, the call will no longer be under your control.

     

    The Nortel CS1000 used to have a product called Meridian Integrated Personal Call Director, but since you're likely CM that isn't useful info. (Also, CS1000 is end of sale, end of support services and will soon be end of manufacturer support. So even if you're on a CS1000 it's not a good investment. And I couldn't find any information on the MIPCD lifecycle or any documentation for it outside of the CS1000 document library. I also am not aware of a comparable product on the CM side of the house.)

     

    Since you're on CM, it sounds like the cheapest solution would be EC500. (Although I don't think it supports the scheduling piece you want, does it?) Even if AAM could retain call control (which sounds like a requirement), or even if you were willing to accept limitations on retaining call control (Which it sounds like you won't, otherwise you could have already used AACC's route call), AAM is going to be end of sale in December 2019. (OfficeLinx replaces it.) So I'd recommend against that.

     

    https://downloads.avaya.com/css/P8/documents/101056907

     

    If you're not willing to spend money, then I'd suggest using AACC to set up a script (or use a voicemail menu) to route the call based on a date/time eval. You'll lose control of the call. If you need the ability for them to reach people sequentially, then you could make it a menu instead (either in AACC with the necessary add ons to give you the ability to do IVR in queue) or as a menu in your voicemail system. You'll still lose call control, but then the caller can call, select person 1, if that person doesn't answer, call back and select person 2, etc.

     

    Sorry that I don't have a no-cost solution. I mostly wanted to confirm that AACC ROUTE CALL works as referenced, and provide that several options are non-starters for various reasons. (i.e., being discontinued.) As well as offer some options that you've likely already considered (in case you had not.)

     

    Good luck and please consider sharing the solution if you find one.

    Thank you

    Christopher Williams
    Architect, Telephony Engineering

     

    CONFIDENTIALITY NOTICE: This e-mail, including attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information or otherwise be protected by law. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender and destroy all copies and the original message.



    Original Message


  • 7.  RE: Hunt group to cell phones?

    Posted 06-20-2019 02:02 PM
    Thanks Christopher, 
    I mentioned that we don't have EC500 because an earlier response suggested it's use.
    We're a Nortel shop, CS1K 7.6 with AACC and OfficeLinx.

    Our CenturyLink engineer thinks we should be able to maintain call control through the PBX, but I don't know how to do that and neither did he.

    The challenge of course is hunting the cell phones, in different orders by time of day/day of week, while keeping it easy to maintain.





    ------------------------------
    Al Feinberg
    Sr. Telecommunications Analyst
    Hershey Entertainment & Resorts
    Hershey PA
    ------------------------------

    Original Message


  • 8.  RE: Hunt group to cell phones?

    Posted 06-20-2019 02:36 PM

    If you're on a CS1K then I would recommend you investigate with your support partner two other features that have some capability overlap: MIPCD and SimRing.

     

    MIPCD is exactly what you want and works with all sorts of devices, mobile, home lines, and can even terminate in a voicemail box if no one answers. Supports schedules and hunt type behavior.

     

    MobileX is the CS1000 version of EC500. (Using EC500 implies you're on an AACM/Avaya Red system. If you're on CS1000 they call it Mobile X or Mobile Extensions.)

     

    Additionally, you could look into the Simultaneous Ringing feature. This would give you the ability to create your hunt group on the phone system, and then pair local extensions with remote numbers. It will ring both locally and remotely at the same time, without giving up call control until the call is answered or terminates at the final hunt destination (presumably voicemail.)

     

    Neither of the last two options give you the ability to set up schedules and in order to change the hunt order, you'd have to constantly be changing the configuration of the hunt group in the PBX. Neither are ideal for your situation but both are potentially lower cost.

     

    You can kludge together a solution with the latter two, but it would not be elegant.

     

    For instance, you could build a different hunt group for each schedule. Like Schedule A (Employee A>>B>>C), Schedule B (Employee B>>C>>A), Schedule C (Employee C>>A>>B) then invoke AACC to do the date/time evaluation and route to the hunt group based on the date/time evaluation. Then you could make the hunt targets either MobileX numbers or SimRing destinations.

     

     

    The MIPCD has a lot of that all in one management interface and gives called parties the ability to accept or deflect callers, etc.

     

     

    Still, I wouldn't unreservedly recommend the MIPCD due to the upcoming end of life.

    Thank you

    Christopher Williams
    Architect, Telephony Engineering

     

    CONFIDENTIALITY NOTICE: This e-mail, including attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information or otherwise be protected by law. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender and destroy all copies and the original message.



    Original Message