Internal Ring Group help needed?
Submitted by sheepsnot on Fri, 07/18/2008 - 2:01pm.
Here's the scenario. Our customer support DID is mapped to a ring group. When an external customer dials the support line number, multiple phones ring amongst the help desk employee extensions. I'd like to have the ablity to internally (extension to extension) dial the help desk and it ring simultaneously to all help desk employee phones. Currently, when I internally call the help desk extension, it dumps directly to the help desk extension's voice mail (which external calls roll to if no one answers within the ring group's allotted ring time).
Any help to point me in the correct direction would be much appreciated.
This would also be beneficial to setup for a few sales folks that have both hard phones and soft phones. Our internal users wouldn't need to dial 2 different numbers to locate a fellow employee.
Thanks in advance for help.
-Greg
That is correct
Sat, 07/19/2008 - 7:41am
Resolved....I think....almost there....
Sat, 07/19/2008 - 8:16am
I believe I have figured this out.
The ring groups were setup before my time. Here' how the system is currently configured.
1. Inbound route setup for help desk DID 123.456.7777 point to ring group of first tier support. Ring group number for help desk first tier is (6) default choice taken when ring group was created.
2. (Phantom) Extension 7777 exists for help desk to allow for Voicemail if noone in first tier or second tier help desk ring groups answer.
3. There is No registered SIP client for the 7777 extension (i.e. phantom).
So....the inbound route of external callers works flawlessly to ring extensions in the proper ring groups and is help desk call goes unanswered, call dumps to voicemail.
Internal calls however, dialing 7777 internally, calls an extension that has no registered sip client present and in turn dumps directly to voice mail.
Internally, if I dial "6" all extensions in my help desk group ring as that is the ring group number in the list of ring groups in the system.
I believe that I need to reconfigure the ring group number to 7777 to match the number of the help desk extension.
Can anyone clarify for me if this will cause any conflicts by having a ring group number of 7777 and an extension number of 7777 running in the same environment?
I have to maintain the existence of the extension as a means of voicemail for unanswered external calls of the helpdesk DID.
Thanks in advance.
Member Since:
2008-06-04