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Need some help understanding Ring Groups

tech_contact
Posts: 55
 Member Since:
2007-04-11
Submitted by tech_contact on Mon, 04/16/2007 - 5:38pm.

Let me provide some background We are using Trix 2.0 with Polycom 601 and 501
We have a tech suport dept with 5 people.
User A ext 2201
User B ext 2202
User C ext 2203
User D ext 2204
User E ext 2205

Our tech support DID is 2299

Is there anyway register an extension on multiple phones? I have set up an inbound route with a DID for 2299 and that calls the Tech Support Ring Group. The ring froup contains extension 2201-2205 I want our phones to show two lines on the display. The standard extension on the top button and the tech support line on the second button.

Do I have to create a second set of extensions for every one and change the label to say 2299 and include those in the ring group instead of the main extensions?

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mammoth
Posts: 449
 Member Since:
2006-06-14
Sounds like you are thinking
Mon, 04/16/2007 - 5:56pm

Sounds like you are thinking like a key system -- and asterisk doesn't like to work that way. Do you just want everyone to have a line 2? If so then just give them all second extensions like 3201, 3202, etc.... Leave your ring group alone if it's working or you can even add the second extensions to the ring group in case a call comes in while someone's on their line 1. I don't use Polycom phones (but am looking into it after kerry seemed so enthusiastic about them), but I know that on the Linksys phones you can label an extension with a proper name in addition to the extension number like, "Help Desk" or "Help Group." Is that something along the lines of what you are trying to accomplish?

Oh, and about the multiple extension registration: the short of it is that you can't. The footnote is that Asterisk version 1.4 can be setup the way you're envisioning, mapping extensions to analog trunks. But true multiple extension appearances are not possible at this time. There are some discussions on this board (look for SLA or shared line appearance) already and a rather long thread on digium's Users / Asterisk Support board.


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w5waf
Posts: 711
 Member Since:
2006-06-09
An extension can only go to
Mon, 04/16/2007 - 5:59pm

An extension can only go to a single VOIP phone, so you're correct in assuming that you will have to configure an additional extension on each phone to give a line for tech support and a "personal" line.

I assume the reason you want to do this is so that your agents can tell the difference between a tech support call and a "personal" call so they can answer it appropriately. If this is correct, you might want to take a look at queues. (Queues might be a better option here anyway...it gives you more options). You would use queues in place of the ring group and you would put an agent announcement which says "tech Support". The agent would hear the "tech support" announcement before the caller is connected.

Bill Ford, FtOCC
City of Vicksburg

--

Bill Ford - FtOCC
City of Vicksburg
www.vicksburg.org


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tech_contact
Posts: 55
 Member Since:
2007-04-11
You nailed. Thats exactly
Mon, 04/16/2007 - 9:26pm

You nailed. Thats exactly what we want. Good to know we need to make a second set of extensions. I will look at Queues, they seem like a good idea.

Thanks for the help


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