Account codes

[jrsmith1279]

We're an IT consulting firm and we'd like to set up a system for our clients so that when they call in and need urgent support (after hours) they can dial a code that's specific to them, which will in turn call the cell phones of any techs that are on call at that time. I know there are account codes, but from my understanding those are just for allowing access to dial out.

Our plan is to either set up a workgroup and have the techs log in/out of the workgroup to change their on call status. The other option would be to set one of the call handling modes to always forward to the tech's cell phone and then have the tech set that call handling mode when they are on call. The part that I'm having trouble with is setting up codes for the clients.

Anybody have any ideas? Would it be possible to require an account code for the trunk to trunk transfer? We're using ShoreTel 8 if that makes any difference.

-Jack

[Jlorenz]

There is no such mechanism in the ShoreTel to do this.

About the only thing I would suggest is to use Mailbox only extensions or Route Points, (Ext # = Code) its burning a license for each but it should spoof the users.

That will be $190.oo please :_cool:

We're an IT consulting firm and we'd like to set up a system for our clients so that when they call in and need urgent support (after hours) they can dial a code that's specific to them, which will in turn call the cell phones of any techs that are on call at that time. I know there are account codes, but from my understanding those are just for allowing access to dial out.

Our plan is to either set up a workgroup and have the techs log in/out of the workgroup to change their on call status. The other option would be to set one of the call handling modes to always forward to the tech's cell phone and then have the tech set that call handling mode when they are on call. The part that I'm having trouble with is setting up codes for the clients.

Anybody have any ideas? Would it be possible to require an account code for the trunk to trunk transfer? We're using ShoreTel 8 if that makes any difference.

-Jack

[gberkemeyer]

You could setup a route point for each customer which then forwards to either an extension or workgroup that your techs are using. This would eliminate the need for an additional license for each customer.

Then you would need to setup an AA that instructs the customer to enter their code, which is just the extension number of the route point, and then set the "Multiple Digits" option on the AA to "transfer to extension".

Just keep in mind that if you route the calls to a workgroup and your techs are on cell phones, you'll have to use Office Anywhere (external assignment)to get the calls to them because the workgroup will ignore the call handling modes of their desk phones.

If you use the direct extension method, consider using find-me instead of just forwarding the call. That way you can prevent the customer from getting dropped into the tech's cell phone voicemail if he doesn't answer.

Another option is that you could have the customer leave a message and then use escalation rules to call the techs.

Gary

[Jlorenz]

About the only thing I would suggest is to use Mailbox only extensions or Route Points, (Ext # = Code) its burning a license for each but it should spoof the users.

Already advised

[gberkemeyer]

Already advised

I must apologize in advance. I was simply trying to provide further helpful information on the process as well as some things to watch out for. Didn't mean to step on your ego. I'll try to be more careful! ops:

Gary

[Jlorenz]

I must apologize in advance. I was simply trying to provide further helpful information on the process as well as some things to watch out for. Didn't mean to step on your ego. I'll try to be more careful! ops:

Gary

Ya did good, no need to apologies, we are grown ups here