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  • AA Setup with variable hours

    Hey all, I was hoping to get some thoughts on how to setup a complicated AA for a doctor's office.

    Currently, through their Nortel system, they have 4 modes - on hours, lunch, off hours, holiday. They trigger these modes manually, which is functionality that they hate generally, but need because they have rotating hours on weekends (basically, they are on some saturdays and off some saturdays, depending on which doctor is around). They also have some situations where they are open during normal hours, but not taking calls.

    I need an easy way to deal with that. I'm thinking that we use the holiday and custom sections of their main AA to cover lunch and holidays. I don't have a good way for them to handle the rotating hours. What do you all think?

  • #2
    Originally posted by jasonepowell View Post
    Hey all, I was hoping to get some thoughts on how to setup a complicated AA for a doctor's office.

    Currently, through their Nortel system, they have 4 modes - on hours, lunch, off hours, holiday. They trigger these modes manually, which is functionality that they hate generally, but need because they have rotating hours on weekends (basically, they are on some saturdays and off some saturdays, depending on which doctor is around). They also have some situations where they are open during normal hours, but not taking calls.

    I need an easy way to deal with that. I'm thinking that we use the holiday and custom sections of their main AA to cover lunch and holidays. I don't have a good way for them to handle the rotating hours. What do you all think?
    There is not going to be any quick or viable solution from the ShoreTel Scheduling as it is. Your going to need to get very tricky with route points, Hunt Groups and Schedule's. It will get complicated, I would be willing to discuss the potential of the application and try to understand what exactly you need. To start a call flow / Call Scenario for each point of contact or schedule's.

    consultation is without cost of course, I am cheap but I am not free for such an undertaking
    Last edited by Jlorenz; 06-30-2008, 04:53 PM.

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    • #3
      I would have them do what they have been doing. Just setup AA's for ON hours/ OFF hours/ meeting hours/etc. Have the main # hit a route point or extension and use the modes to forward to the AA of their choice. That way they just have to change the mode.

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      • #4
        Originally posted by southeasternMI View Post
        I would have them do what they have been doing. Just setup AA's for ON hours/ OFF hours/ meeting hours/etc. Have the main # hit a route point or extension and use the modes to forward to the AA of their choice. That way they just have to change the mode.
        This "IMO" will be the point of complication
        Have the main # hit a route point or extension and use the modes to forward to the AA of their choice. That way they just have to change the mode.
        What I mean is your asking for a Manual intervention to point to any Ext at will at any given moment.

        A route point does not have CHM, it is more a glorified Hunt Group, mainly its design was for IRN routing for the ECC. There is no controlling those but by schedules again. So I do not see (for now) how a RP would work in this situation.

        An Ext (Which will burn ext/mbox or mbox only license you cannot get CHM on an ext only) however would be the better choice. creating a custom user group as well as sub COS for this particular application.
        The extensions that would be controlling the CHM (Aka COS Telephony ALLOW CALL HANDLING CHANGES). In each of the "CHM Ext" (I will call them) you can assign one or more (Through Ext List) delegates to change CHM, unless you make each Ext (Real User) controlling the CHM ext's an operator and setup monitor that ext on each PCM.

        This will tackle the Who can change things, if your making each CHM choice (Standard, Out of Office etc) a different destination this should work. You do have 5 points of delivery for CHM.

        Hope that helps and points you in the right direction, you may have to be a little creative and I would suggest, just setup a single simple test flow to try this out and refine it.

        I need to get that server up and running today
        Last edited by Jlorenz; 07-01-2008, 09:56 AM.

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        • #5
          Do they have a fairly set schedule as far as business hours if they’re going to be open hours are typically set ie 8-5 no matter what day there open or do the hours to vary? Same with lunch are they gone from 12-1 or will that change daily? if there fairly set standers of open hours I am assuming that they will know sometime in advance if the doctor will be in so they can have a office closed schedule "Holiday" set some time in advance and will just need to update every so often not daily. I just have the Operator and backups make their hunt group busy for lunch because the times all three of them go varies from day to day. But the schedules as far as business hours are set. ( I hope this makes sense)

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