Why Experts Exchange?

Experts Exchange always has the answer, or at the least points me in the correct direction! It is like having another employee that is extremely experienced.

Jim Murphy
Programmer at Smart IT Solutions

When asked, what has been your best career decision?

Deciding to stick with EE.

Mohamed Asif
Technical Department Head

Being involved with EE helped me to grow personally and professionally.

Carl Webster
CTP, Sr Infrastructure Consultant
Ask ANY Question

Connect with Certified Experts to gain insight and support on specific technology challenges including:

Troubleshooting
Research
Professional Opinions
Ask a Question
Did You Know?

We've partnered with two important charities to provide clean water and computer science education to those who need it most. READ MORE

troubleshooting Question

Looking for a "Helpdesk Hotline" solution

Avatar of mark-cooper
mark-cooperFlag for United States of America asked on
MiscellaneousTelecommunicationsProject Management
6 Comments1 Solution287 ViewsLast Modified:
I work in a distributed environment with 6 IT personnel in various locations and on different phone systems.  I'd like to establish a single phone number for end-users to call in order to reach Helpdesk personnel.  I figure there must be a relatively cheap 3rd party service to assist with this but I can't find anything.  We could rig up our Avaya IP Office pbx to provide some functionality but it is not very scalable.  

My requirements are:
-Must ring all Helpdesk techs logged into the group initially (2 techs)
-Techs may log into group providing either their desk phone number or mobile
-On no answer, we should have the option to have the caller redirected to either a voice mail box or to another employee/team/on-call.
-Ability to quickly/easily assign an escalation/on-call tech during and outside of business hours.
-Have a recording play for the caller while techs are being reached such as "Yes, our mail servers are down and will be up at X:XX, blah blah...".

Any ideas on something that could meet all or most of the criteria?

Thanks, Mark
ASKER CERTIFIED SOLUTION
Avatar of luc_roy
luc_royFlag of United States of America imageSystem Admin

Our community of experts have been thoroughly vetted for their expertise and industry experience.

Commented:
This problem has been solved!
Unlock 1 Answer and 6 Comments.
See Answers