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  • Private number for an external number in a workgroup

    We have created a DDI for a helpdesk that farms out calls to a number of workgroup agents who have dissimilar working hours (e.g. part time or different lunch hours).

    Agents can log out of the workgroups when they go on leave but otherwise stay logged in.

    Primary helpdesk workgroup: make number private; no, workgroup membership: all agents, on hours: (schedule: core hours, distribution pattern: simultaneous, call forward: no answer/busy, no answer number of rings:10), off hours: (Call forward: always, extension: Agent 1 helpdesk workgroup)
    Agent 1 helpdesk workgroup: make number private; yes, workgroup membership: agent 1, on hours: (schedule: agent1 non core hours, distribution pattern: top down, call forward: Always: extension: Agent1_mobile user), off hours: (Call forward: always, extension: Agent 2 helpdesk workgroup)
    Agent 2 helpdesk workgroup: make number private; yes, workgroup membership: agent 2, on hours: (schedule: agent2 non core hours, distribution pattern: top down, call forward: Always: extension: Agent2_mobile user), off hours: (Call forward: always, extension: Agent 3 helpdesk workgroup)
    Etc

    And Agent1_mobile etc is an additional ddi number with make number private; yes, use external assignment: yes, phone number: external mobile number

    This works but is wasteful since we have to create duplicate users for the mobile numbers.
    If we specify the external ddi in the off hours agent workgroup, an internal dialing user to the primary workgroup will see the ddi of the external mobile on the phone handset etc which we want to avoid on privacy grounds.

    Thanks
    David

  • #2
    Hi David

    You can also try using automatic find me or simultaneous ring rather than external assignment.

    You can possibly look at Mitel (previously called Shoretel) Mobility, which also uses a cellular phone. However the cellular phone is tied to the users extension number so when you call the user the handset will display the users extension and not the cellular number. If the users calls the office it will show the users extension as well. If the user uses the cellular to call anyone outside of the office the person receiving the call will see the office PBX number. When you use Mobility the user's cellular is never displayed unless the user switches their profile to personal dial. In which case it acts like a regular cellular phone.

    All calls are done through wifi so once the agent is connected to good wifi, the call is free. If they roam out of wifi range the software automatically switches to cellular without dropping the call, it will automatically switch back when they reconnect to a good wifi signal.

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