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Hello all,

I hope someone can help me with an issue I got with call distribution in our support group.

I got a Swyx "Support" group with 6 support users. There may be times, when all 6 are unable to answer their local phones. The head of support that is member of that group has parallel call signalling activated and his cell phone number is put into the according field. Regardless if the head of support is logged on to Swyx or not, the call doesn't get signalled on his cellular.

I even put a new user with ad-hoc call redirection to that specific cell phone number into that group, but still no go.

This is a big issue for us, since users having problems and not getting someone on the support line subverts the intention of a support hotline a bit

Thanks a lot for all your efforts,

Andreas.

Hi Morten, thanks for your fast reply!

Would it be possible to mis-use the routing user to do the following:

Routing user gets called, call is signalled to the other users in the group which then could pick the call up when they are at their work place. Routing user has additionally parallel call signalling activated and the call gets signalled in parallel to the cell phone of the head of support.

One other question that comes to my mind: Is there a way to have a group that when called is distributed to multiple cell phones?

Thanks,

Andreas

Morten Rokosz wrote A group call ingnores the call routing on the member users. Therefor it will not ring on the cell phone if the call comes via the group. To make this work you have to make a Routing user with a call sequence that calls the group for a certain time, then the cell phone of the supervisor. Most of still wish that SwyxWare some time will give us the option to follow a user script no matter where the call originates from. But it is not like this at the moment.

3imedia-schmidt wrote Hi you need a dummy call routing user with the number of the group. There you need a call routing with 2 delivery blocks. The first deliveres the call to the group number. On timeout the second delivery block deliveres the call to Groupnumber;Externalnumber. The 2 numbers have to be separated by ";" Then SwyxWare delivers the call to both direction. You need 6.12 with the latest QF to get this working. The external number can also be an internal number with mem extensions enabled. But this have to be tested, because the MEM ignores group calls. So maybe he ignores that call to, because the call is delivered to a group number too. Swapping the numbers may help here. "Externalnumber;Groupnumber". Test it :) Regards Frank

Frank, this will work.

Andreas, be aware that to follow this advice the supervisor needs to be removed from the group. If not he will get the call on two line keys at the same time. One line signals the supervisor because of beeing member of the group and the second line because of the parallell call set up in the Connect To block with the ; seperator.

Further you need the latest SwyxWare realease (6.12) and QuickFix for this, as Frank stated. It is now possible to select if SwyxIt! Mobile devices are to be included in a call setup by the Connect to block. This was missing in earlier releases. But this means that you need licenses for Mobile Extension Manager or the Professional license pack.

If you have neither of the above, you could do it like this:

Do not remove the supervisor from the group, let him stay there. Then you will make a Connect to block with the groupnumber and let it ring for the amount of time you want. Then a second Connect to block will follow where you put in <groupnumber>;<mobilenumberofsupervisor>. This will make his mobile phone ring in parallell with the group call. If you do not need the supervisor to be signalled in the first 'round', you will remove him from the group and set up the second Connect to like this; <groupnumber>;<supervisorinternalnumber>;<mobilenumberofsupervisor>.

Be aware that the parallell call we are 'faking' by using the ; separator is limited to 3 numbers and it is not supported by Swyx officially. This means that a) You will not get support on issues regarding this kind of parallell calls, b) no guaranty that this will work in future releases.

Hope this helps

Morten Rokosz
(Swyx T.A.G Member)

Captain of the Golgafrinchan Ark Fleet Ship B

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