hold on the second call

[sunspark]

Hello ,

I have a customer who wants to put music on hold when a user is already in communication (on the second call)

and can then transfer the call to the voicemail after a delay.

Someone has an idea ?

Thanks

[ZuluAlpha]

Sounds like an ACD set up with an interflow timer.

[sunspark]

Yes with acd but i have to do that for 400 users. I'm not sure I can program only one acd queue.

[sarond]

Try this,

Create a RAD (or RAD group) and record basic greeting, Call Reroute 1st Alt to this RAD for the user.
Call Reroute 2nd alt to voicemail.

Caller should ring phone the play RAD and finally land in VM.

[sunspark]

Good idea Sarond , i will Try

thanks

[sunspark]

Try this,

Create a RAD (or RAD group) and record basic greeting, Call Reroute 1st Alt to this RAD for the user.
Call Reroute 2nd alt to voicemail.

Caller should ring phone the play RAD and finally land in VM.

Hi Sarond

So i create Rad group ( 1234 ) // first alternative 5
voicemail (6000) second alternative 7

When i apply to my extesion 7777  ( 1rst 5 and seconde 7) : i go directly to voicemail.
When i apply to my extension 7777 only 1rst alternative : i go to my Rad group.

How can i make it works ?

Thanks.

[sarond]

Doesn't sound right.

Just confirming
"Call Rerouting First Alternatives" form has 5 set to 'this' for everything and 'Directory Number' 1234 (RAD)
"Call Rerouting Second Alternatives" form has 7 set to 'this' for everything and 'Directory Number' 6000 (Voicemail)

In the 'Call Routing' form, 7777 has call rerouting 1st alt = 5 and 2nd alt = 7.

I'll try and do some testing later on.

[sarond]

You also need to make sure the reroute timer (in system options) is longer than the no answer timer.
This is the timer that will set off your reroute 2nd alt.

[sunspark]

You also need to make sure the reroute timer (in system options) is longer than the no answer timer.
This is the timer that will set off your reroute 2nd alt.

Hi again Sarond,

It works now but i have two issue :

- if i have Multicall keys  :I have to wait until the end of the phone ring before i go to Rad message then voicemail.
- I have Single key : if i receive a second call , i go directly to rad message then voicemail : it is the behavior that the customer wishes , on the other hand i lost multicall functionality

Any dea ?

[sarond]

I don't think there is a way around this.
I do believe there is a COS option regarding one busy all busy for ACD but I haven't had a play with it.

[sunspark]

I don't think there is a way around this.
I do believe there is a COS option regarding one busy all busy for ACD but I haven't had a play with it.

Thank u Sarond , i opened a Mitel case ...

[ralph]

This is really old school but I think you can do this this way:
Before ACD on the SX2000 we used to do this with hung groups (HG).
Create a hunt group for the user that has all of it's keys as members.
Add a RAD HG in the RAD field of the HG.  The Rad should say something think "Please Hold. Because we're a bit busy."
Reroute the the HG on busy/RNA.
The timers for most of this will be in the COS of the RAD HG.

Ralph

[johnp]

I wonder if adding the COS option Force Device Busy If Any Line In Use under misc would make it work better. Think it might.

[sarond]

I wonder if adding the COS option Force Device Busy If Any Line In Use under misc would make it work better. Think it might.

This is the option I was thinking about. I thought it was more designed for ACD where they have an agent ID and an extension programmed as another line appearance.

I don't know if it will work for multicalls of your prime DN though, worth a shot.

[johnp]

Select Yes to prevent phones from receiving calls when they are already engaged in a call. The incoming calls are immediately forwarded to an alternate destination such as voice mail. If an alternate destination is not available, the system returns busy tone.

This option applies only to line keys that the device "owns". Keys a device owns are:

    appearances of its own prime number

    a phantom DN programmed no where else in the system.

Phantom DNs appearing on multiple devices are thus exempt from the "Force Device Busy If Any Line In Use" option; calls to the DN will alert all devices with an appearance of the DN whether or not the device is busy.

Furthermore, enabling this option effectively turns a multicall group into a one-busy-all-busy group.

NOTE: This option does not apply to Mobile Lines on 6900 series phones.

Think it will work fir 5300 series, seems new phones not...WTF