asterisk users - Jul 2006 - Operator Console(s)/Shared Call Appearances

Hi Folks,

We're migrating from a conventional KSU/PBX to Asterisk and I'm trying
to determine the best way to allow our receptionist to answer certain
executives telephone lines.

It seems there are probably two routes, but I'm not sure of the
limitations of each.

1. Shared call appearances. This would seem to be the most similar to
what we currently have where we have stations/DNs for 3 executives on
3 assistants phones. Of course with the existing system we have lots
of programmable buttons.  We're leaning towards the SPA-942s, so I'd
be interested to know how this might work (do we need the 4 line
license, and are we limited to 4 call appearances)?

2. Some form of PC application such as the one at Asternic.org, or
something else. This would seem to have the most flexibility, but may
require the operator to pay too much attention to the window, unless
there's some audible notification.

A couple of other alternatives maybe to create a queue, or possibly go
with a "side car" type device.

I'm open to any and all input.

Best,

Mr. Jones.

Hi Mr. Jones,


Mr. Jones wrote :
> <snip>
>
> It seems there are probably two routes, but I'm not sure of the
> limitations of each.
>
> 1. Shared call appearances. This would seem to be the most similar to
> what we currently have where we have stations/DNs for 3 executives on
> 3 assistants phones. Of course with the existing system we have lots
> of programmable buttons.  We're leaning towards the SPA-942s, so
I'd
> be interested to know how this might work (do we need the 4 line
> license, and are we limited to 4 call appearances)?
SPA-942's look nice, I however have no experience in using them, but I 
don't really understand what you're trying to do this way.
Do you want some kind of audio or other message so the receptionist 
knows when he or she can intercept a call?
> 2. Some form of PC application such as the one at Asternic.org, or
> something else. This would seem to have the most flexibility, but may
> require the operator to pay too much attention to the window, unless
> there's some audible notification.
Still not what I should do in this situation...
> A couple of other alternatives maybe to create a queue, or possibly go
> with a "side car" type device.
Well, it seems you haven't got very much experience in deploying * 
systems, which is absolutely no problem.
What do you think about this idea;
1. Call comes in at one of the executive numbers.
2. Executive phone starts ringing for a predetermined time.
3. The callerid is changed to also reflect the name/number of called 
executive, so that the receptionist knows for who the call was.
4. The call is dropped into a queue for the receptionist (queue because 
multiple calls to the receptionist at the same time are possible).


This setup isn't all that hard, and doesn't require more than 4 sip 
accounts / phones and one queue, with one agent. Furthermore, if your 
company starts to grow, and more receptionists that have to answer the 
phone are needed, it's quite easy, all you have to do is add a sip 
account, one agent and add that agent to the existing queue. (About 2 
minutes...)

-- 
Sebastian Berm
iPronto Communications

>>>>> "J" == Jones  <worldsense@gmail.com>
writes:
J> Hi Folks, We're migrating from a conventional KSU/PBX to Asterisk
J> and I'm trying to determine the best way to allow our receptionist
J> to answer certain executives telephone lines.

J> It seems there are probably two routes, but I'm not sure of the
J> limitations of each.

You could make both the executive and the receptionist phones ring,
perhaps with a very low ring tone for the executives. Then the
receptionist will take the call whenever possible. If the call needs
to go through to the executive, the receptionist can do a direct call
just by pressing a button, and a different (perhaps louder) ring tone
can play.


/Benny

Subject: [asterisk-users] Re: Operator Console(s)/Shared Call Appearances
> Hi Folks, We're migrating from a conventional KSU/PBX to Asterisk
> and I'm trying to determine the best way to allow our receptionist
> to answer certain executives telephone lines.
> It seems there are probably two routes, but I'm not sure of the
> limitations of each.
>You could make both the executive and the receptionist phones ring,
>perhaps with a very low ring tone for the executives. Then the
>receptionist will take the call whenever possible. If the call needs
>to go through to the executive, the receptionist can do a direct call
>just by pressing a button, and a different (perhaps louder) ring tone
>can play.
This is what call park and call pick-up groups are for.  Exspecially if you
use an operators panel.
Matt