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  • doz
    replied
    Thanks David, I think what you are suggesting could be a workaround for a smaller orginisation, but we will have around 2000 extension when completed and so there would be a massive cost in licensing and devices to move to mobiles. Also we are a 24 hours operation so if we set it to simleatounsly ring the Extension, Beep and Mobile we could have significant numbers of calls being sent to peoples personal mobiles at all hours - i think i would be hung, drawn and quatered. I think from the response it is fairly clear that they dont offer a switchboard function for a large orginisation with complex forwarding rules.

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  • davidbec
    replied
    Another idea would be to use cellular phones instead of desk phones with Mobility. That way the call would go to the users cellular over WIFI. That way you would also get the person you want, provided they carry their cellular everywhere. The sim cards can by on a company plan with a GSM gateway if there is no WIFI in some places.

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  • davidbec
    replied
    So the blind transfer would always be to the same extension number regardless of which phone the person has. This would reduce the training time for your temp operators and your full time operators and increase the blind transfer speed. Which you said is very important since the same extension number is used all the time for any user.

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  • davidbec
    replied
    Wow. The closest Shoretel can come to that is the simultaneous ring feature. You can place multiple external numbers or extensions per user so when the operator transfers a call all of those phones will ring. The directory/contact listing would be for one person, but multiple phones would ring when that contact is called. Then you can then have a no answer extension added to that so if they do not answer the simultaneous phones, it would go to another phone.

    This would simplify your installation and reduce the number of contacts that have to be displayed. If a person has multiple names. Like Paul Michaels and Master Chief. Use "Paul Michaels" as the First name and use "Master Chief" as the Last Name in Director. That way you can still sort the directory by last name or first name and find the person you want. This will also allow you to find the person through the auto attendant "Dial by name" feature by the birth name and the corporate position.

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  • doz
    replied
    Hi, previously, the switchboard were using a Hipath database integrated through their operator consoles. Many of our contacts have at least 3 separate contacts - their extension(no problems here), their sectary and their on site bleep, many then have their DDI, their on-call contact phone as well as a secondary contact (home phone/emergency phone). This can become more complicated depending on if the caller asks by name or role, an example would be where the caller asks for Mr Burt, or Master Chief. in the old system all these contacts and alternative names were on a single searchable contact and integrated in to the operator console, so they could search for what the inbound caller asked for and then could use "f" keys on the operator console and the selected contact to carry out the operation - such as I think they use F3 for a blind transfer.

    So we need a way to record multiple names for multiple numbers as contacts and that some of the numbers are only shared with the Switchboard.


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  • davidbec
    replied
    How were you able to so so many contacts with internal and external numbers on a single screen for multiple operators before?

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  • davidbec
    replied
    Hi doz, let me see whether I understand your situation. You want multiple operators to be able to the see the internal extension number as well as a corresponding external (7 digit) number for each of 100-1,000 persons on a single screen, and for the operators to blind transfer to either the internal or external number?

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  • doz
    replied
    We don't have anyway to put all the people in to contacts. If we try to use outlook then because our service is provided centrally all 1 million+ contacts come down, and the local contacts are lost and this would not include the private numbers and alternative department names. We cant use local contacts as every employee has to log in with their own email account and trying to manage the many operators and the different places they all login from was unreliable and failed user acceptance testing.

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  • rwensmann
    replied
    You should be able to transfer that call to anyone in your contacts by dragging it to it and letting go.

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  • doz
    started a topic Switchboard operators

    Switchboard operators

    We have a number of part time switch board operators, they are used to using an old console application where they had a directory with ex-directory numbers in that only they can see (many 100's/maybe 1000 ex-dir or external numbers on top of the in system extensions). With our new Shoretel system we don't appear to be able to have ex-directory or external numbers on this scale so they are using the dallier plugin on an external directory, but this means that they can not blind transfer the calls. Is there a way around this we have missed? All calls inbound are handled by an auto attendant, but the team averages around 400 calls per hour, so blind transfer is a must.
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