Multiple Diversions in BC13.
Prior to the BC10 software platform, the requirement for multiple diversions (ie diversion of a call from extension A to B to C and so on was dealt with by a feature known as Repeated Enhanced Diversion (RED).
The RED feature itself is no longer supported and has been replaced by two advanced diversion profiles, Repeated Individual Diversion (RID) and Personal Number (PN).
These facilities function a little differently to the earlier RED and while they represent a significant improvement in terms of "contactability" the change in the way they operate needs to be understood and in some cases managed to ensure a smooth transition to the new software platform.
Basically the A > B > C diversion process will not be available anymore. Diversions for A will follow A's profile. Diversions for B will follow B's profile. Diversions for A will not be influenced by B's profile even if B is one step in the sequence of choices in A's profile.
Diversion in BC9
Under the current BC9 software there are basically three types of diversions available to extension users:
Programmed Diversion.
This is a diversion from Extension A to Extension B that is pre-programmed into the PABX system.
Typically this diversion may be to one of the following: The voicemail system where one exists or The Operator or Another extension (eg a co-worker or secretary).
Programmed Diversion may be set to immediate, delayed, divert on busy or passivated altogether by the extension user by using specific codes.
The programming of a users diversion address is performed by the system administrator via the Extension Manager application.
Follow-me.
Follow-me is a casual diversion typically set on a temporary basis eg Follow-me to a meeting room phone if an important call is expected.
It is an immediate diversion in that the call does not ring at the "A" extension but simply deflects to the nominated extension.
Follow-me is activated by a simple key sequence on the keypad or may be activated / de-activated by the Operator.
Follow-me to an External Destination (where allowed) facilitates diversion of calls to an external destination such as a mobile.
Repeated Enhanced Diversion (RED)
This feature allowed multiple diversion of a call eg from extension A to B to C and so on.In other words if "A" was on diversion to "B" and "B" was on diversion to "C", a call to "A" would ring at A for the prescribed period (say 20 seconds) then divert to "B" where is would again ring for the prescribed period before diverting to "C".
Diversion in BC13
The Repeated Enhanced Diversion (RED) feature was deleted from the MD110 feature set for two important reasons:
This feature was in fact not initially available in the standard MD110 software and was a later adaption sold as an add-on into certain markets including Australia, facilitated by a series of software patches applied to systems. The MD110 software has moved to a standard international platform, a step designed to both reduce development cost and to avoid the issues of incompatibility and the later difficulty of incorporation of the adaptions into newer software releases.
The way the feature functions means that Extension "A" effectively loses control of the call once it has diverted to "B". In other words, "A's" call will obey "B's" diversion needs and then "C's" and so on. This may not be what "A" wants.
Under the BC12 software, there are basically four types of diversions available to extension users:
Programmed Diversion. Follow-me Repeated Individual Diversion (RID) Personal Number (PN)
Programmed Diversion.
The feature remains unchanged. It is available to all users (subject to permission by the system administrator) and is not a licenced item.
Follow-me.
The feature remains unchanged. It is available to all users (subject to permission by the system administrator) and is not a licenced item.
Repeated Individual Diversion (RID)
An extension user can be assigned a single number, known as RID, which alleviates the requirement of constantly having to deal with and maintain call diversion scenarios. RID will keep track of where the user is by utilising a 'search profile' to determine what happens to incoming calls eg:
| example of the rid profile of extension 4417 |
| x 4471 |
| 0410 567 890 |
| voice mail |
| unused |
| unused |
In the above example, the system will try x4417's fixed handset first. If not answered the call will cease ringing at this handset and the GSM phone will be tried. If not answered the call will be retrieved and forwarded to the voicemail last. Each destination has an individual timing parameter associated with the call attempt and rules may be set to allow deflection on busy and/or no answer etc.
From the callers perspective, the feature is transparent with the caller receiving ring tone during the deflection process.
A fundamental difference with this facility is that it is a personal contactability feature based on a single phone number for the user and obeys this specific users rules.
It must be noted that the originally dialed extension number ie the "A" number, is not presented to the screen of the destination handsets. Instead, the message "DEFLECED" is presented to indicate a deflected call. This may cause an issue where a Personal Assistant is included in the RID profile of several executives as the PA may not be aware of who a call was originally intended for.
In this instance, a PA assisting several users will be more effectively served using the Monitor Directory Number (MDN) facility available on a digital handset.
Personal Number
The Personal Number is an extended contactability feature similar to RID however offering five different 'search profiles' and providing the user with the choice of selecting which to profile is activate at any given time depending on situation ie. In the office, traveling, at home, in another frequently used office.
As an example, Profile no. 1 may try the fixed handset first followed by the cordless extension, then the GSM phone with voicemail last.
Alternatively Profile no. 2 may try the GSM phone first, followed by the fixed handset then the personal assistant with voicemail last.
The user can activate a specific profile from the desk phone, externally from the system using DISA, via the Operator or via the optional Ericsson Communication Assistant desktop application.
| profile 1 | profile 2 | profile 3 | profile 4 | profile 5 |
| x 4471 | 0410 5670 890 | x 4163 | Voicemail | 4712 3456 (home) |
| x 4163 | x4471 | operator | 0410 567 890 | |
| 0410 567 890 | voice mail | voice mail | ||
| voice mail |
Please note that with Personal Number also, the originally dialled extension number ie the "A" number, is not presented to the screen of the destination handsets.
Please also note that an extension user cannot change the destinations within the RID Profile or Personal Number Profiles from their handset, these destinations are established and modified:
By the system administrator using the Extension Manager application. From the optional Ericsson Communications Client IP softphone. From the optional Ericsson Communications Assistant desktop application.
The user can activate or de-activate the facility from the handset however.
If you have any questions about Call Diversion, please call me on extension 4666.
