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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
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luc_royFlag of United States of America imageSystem Admin

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