Multi Key Appearance and Hold

[evan631]

We have several phones with a key appearance for our help desk number.  If one person answers a call and puts it on hold, only that same person can take it off hold.  We need to be able to have other team members be able to pick that call off hold.

I am trying to figure out the best way to get around this problem.

Any thoughts on how I can do this?

I was thinking about hunt groups, remote pickup etc.
Searching this did not help me much.

Thanks

-Evan

[bluewhite4]

Depending on your system leve, Parking sounds like what you're looking to do.

[sarond]

Sounds like you want 'key system' keys not multicall.
This will emulate line keys as if on a key system. Common hold and appearance when busy.

[x-man]

Depends whether its a DDI number or not and if it is do you take multiple calls on it? If it is a DDI then making it a key system line will stop you taking multiple calls as it will be busy once a call is taken.

I agree with bluewhite, call park is probably the way to go. You park the call on a DN and everyone can pick it up or you can set up park keys (if you have spares) so the call can be retrieved by the press of a key (group park in help files)

[LoopyLou]

If it was a key appearance on multiphones anyone could pick it up. In a help desk I would suspect it would be a multicall so more then one person could take calls.

The options would be park the call and hold put it on hold. That way someone could pull it off park

Use remote hold retrieve to grab the call

Create a hunt group with Key appearances. Put the key appearances on the phones and that way when someone answers a call and puts it on hold it flashes on all the sets. The down side is it consumes keys on the phones.

Without more detail can't really suggest anything else.

[evan631]

Thanks everyone!

I think the park feature would work.  I will do some research tomorrow and see how that goes.

We have two different help desk line, both getting many calls, and multiple people answering.  We sometimes need to put on hold, and the other person pick up.  Now we are just transferring to their main extension.

I think the park will work for what we need.

Thanks again.

-Evan

[sarond]

Definitely use park if you have a lot of calls.
On our smaller less busy sites we will sometimes use hunt groups with 3 or 4 key system appearance.
It can sometimes be a challenge training people that they now have a PABX not a Key System.