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Registered 7 years 250 days

Caspar 3621 Tuesday, 20 March 2018, 08:29 AM

Easy to configure forward to mobile phone(s)

Hello everyone,

A customer of me offers 24/7 emergency support to their customers after working hours. Currently they use a phone system which has a soft client and they simply click on main line -> forward to -> they enter their 06 number.

However they're going to use InnovaPhone now.. so we get new options.. or new problems? big grin

Challange 1: They want to be able to turn the "Emergency" function (forward to certain engineers) on from their mobile phone and MyPBX
Of course we could use a Boolean (if bol=true cf to another wq), but it is inconvinient for the customer since it switches to automatic aswell, so sometimes the customer has to tick twice to turn it on or off.

Challange 2: Let's assume the boolean triggers a forward to a Waiting Queue called "Emergency"
Sometimes the 06 numbers change, but assuming they don't, I could install MyPBX on their support engineer phone's and they could simply join the group "Emergency". However you can't really see from the phone who is in the group and who isn't. Maybe nobody is in the group and the customers don't reach any support engineer?

Also I need "integration" with MyPBX on Windows...

What is the best solution for this request?

Thanks in advance,

Caspar

Registered 10 years 257 days

André 1752 Tuesday, 20 March 2018, 08:50 AM

1 of 1 users consider this post helpful

Re: Easy to configure forward to mobile phone(s)

Challenge 1: Don't specify display texts for the automatic states, and on the phones it toggles On/Off with one click/press

Challenge 2: What should the system do, in the case no one is in the support group? This "fallback" is what you then need to implement in the call flow.

Registered 8 years 175 days

Muschelpuster Wednesday, 21 March 2018, 08:21 AM in response to Caspar 3621

1 of 1 users consider this post helpful

Re: Easy to configure forward to mobile phone(s)

Challenge 2:

In this behavior I also also alrady in different projects trouble. At most systems I know it's forbidden, that the last member leaves the group. Or you can administrate this behavior.

At the moment you can only configure a fallback-rule as André wrote. You can put all members in 2 groups, a primary and a secondary. Primary membership is dynamic, secondary is static. If the WaitingQueue finds no member at the primary group, the call goes to the secondary group and all members a 'in the game' again.

After I read your post, I rememberd this problem in different situations and I wrote a feature request:

http://forum.innovaphone.com/moodle2/mod/forum/discuss.php?d=22203

If you vote for this maybe we get a solution.

Niels

Registered 16 years 2 days

Ole 60 Thursday, 22 March 2018, 04:23 PM in response to Caspar 3621

1 of 1 users consider this post helpful

Re: Easy to configure forward to mobile phone(s)

Hi
We have already created a such solution.

We are using the "join group" facility in this case. But because of the soap and https access, we can manage everything in the pbx and made customised solutions and apps too.

Here is the super user interface where you can put new agents into the group, see their status and change it.

Here is the agent interface where they can see their status and change it. For the customised app, the users have also active web links to their own internal documents with emergency lists etc. The agents in our case is only using mobility forking, not myPBX:

Of course you can also use ordinary myPBX app with Join group function keys:

(Edit: removed external links)

Registered 7 years 250 days

Caspar 3621 Monday, 26 March 2018, 03:42 PM in response to Caspar 3621

Re: Easy to configure forward to mobile phone(s)

Niels thank you once again, I gave you a vote and used your / Andrés solution.

Ole looks like a great app, though you removed the links. Can anyone use the app?

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