Does anyone use IP Telephony in a Help Desk environment?
I'm trying to find the best way to set up my staff. I have about 10
staff and two different help desk numbers. 2 to 5 people log in on each
helpdesk number daily (different people daily); One primary and one
secondary. I know I need to do a Hunt group, but how should I set it
up? Here are some Ideas I came up with:
* Primary & Secondary EM Login (problem the Tech looses their extension
and people can't call him direct)
* Set up two or three EM Logins for each person, one profile with no
helpdesk (default), one with extension and primary, one with extension
and secondary, etc. etc. (seems to be the best option, but time
consuming to make 3 or 4 profiles per person)
* Have a Helpdesk phone and a secondary helpdesk phone and move it to
the tech's desk each day. (Extra hardware, ports and phones)
* All techs have a shared helpdesk line as there second line (bad
option, only one helpdesk call at a time)
What is everyone else doing?? Is there a better option that I didn't
come up with?
Thanks in advance
Scott Voll
Network Analyst, CCNA
Willamette ESD
I'm trying to find the best way to set up my staff. I have about 10
staff and two different help desk numbers. 2 to 5 people log in on each
helpdesk number daily (different people daily); One primary and one
secondary. I know I need to do a Hunt group, but how should I set it
up? Here are some Ideas I came up with:
* Primary & Secondary EM Login (problem the Tech looses their extension
and people can't call him direct)
* Set up two or three EM Logins for each person, one profile with no
helpdesk (default), one with extension and primary, one with extension
and secondary, etc. etc. (seems to be the best option, but time
consuming to make 3 or 4 profiles per person)
* Have a Helpdesk phone and a secondary helpdesk phone and move it to
the tech's desk each day. (Extra hardware, ports and phones)
* All techs have a shared helpdesk line as there second line (bad
option, only one helpdesk call at a time)
What is everyone else doing?? Is there a better option that I didn't
come up with?
Thanks in advance
Scott Voll
Network Analyst, CCNA
Willamette ESD