How can I realize the Manager-Assistant Service with XPhone?

In XPhone the Manager-Assistant Service does not exist as a separate feature, but we have multiple ways for you to implement it.

Solution 1

The manager receives a new "secret" extension (e.g. -199). A new softphone line is then created for this number. Internal softphone calls to this number then land directly with the manager. However, the caller must know the number and "dare" to call it. External calls to -199 are routed by the PBX to the assistant (e.g. -200). This means that the manager cannot be called directly from outside and if the manager calls someone, the -200 (assistant) is signaled as the CLIP, both on the PBX and in XPhone ("AssistedDialCLIP"). When the call is returned, the caller ends up with the assistant.

Solution 2

The second solution is using TeamDesk. The manager receives an externally communicated number that is routed to a TeamDesk. His assistant is set up there as an agent, and he himself can also join in if necessary (with his otherwise non-communicated number -199). This approach can also be used to map substitution rules. For outgoing calls, the CLIP is again manipulated accordingly.

Solution 3

Use of an AutoAttendant. Works in a similar way to solution 2. Additional advantage: you can assign "VIP" numbers that are routed directly to the manager's phone. All others end up with the assistent again.

Solution 4

Note: This solution has the most complex configuration.

The current phone number of the manager is taken away from the manager and replaced by a new one (e.g. previously 100 in future 101).
The manager receives the phone number 101 which is set up for AnyDevice andd Assisted Dial Clip so that he continues to transmit 100 to the when calling a number (see KB-Article: https://support.c4b.de/hc/en-150/articles/5658647190428-How-can-I-change-the-CLIP-for-AnyDevice-and-Softphone-calls)

Info: On the CSTA side, the clip on the PBX would have to be manipulated so that he also transmits the 100 to the outside with his fixed device although he has the 101).
The original call number 100 is then routed to the XCC as the header call number of the TeamDesk and in the TeamDesk group the first-level assistents are then routed (forwarded if no agent is ready) to a second TeamDesk group (e.g. number 102) in which the second-level assistents are located.

In addition, it must of course be checked that the assistents have received the correct relationships from the manager (assistant or team colleague) so that they can continue to see the status of the manager. The same applys the other way round so that the manager can see the status of the assistents. In addition, the assistents can use this relationship (assistant can also pick calls from each other if another secretary is getting a call or wait until TeamDesk picks up the call and connects it to the next agent).

The manager should also be a team leader in the TeamDesk groups so that he has an overview of the availability (several team leaders can be configured here).
The requirement that only certain users can call the manager directly is a little more complex, on the one hand you could keep the new phone number (101) "secret" as the manager can call both internally and externally with the clip 100.

Alternatively, you could set an AutoAttendant before the number 100 (caution: licenses required for AA and XCapi) with a VIP number list, here you could route all numbers that are not on the VIP list to the TeamDesk and transfer the VIP's directly to the extension 101 of the manager.