Searching and Extension Groups

Often times there is some confusion on how to best find someone for transferring a call.
Also, some people are unsure how to leverage Extension Groups.

Scrolling around to find someone is, by far, the least efficient manner.
Our searching is very powerful and fast.
Knowing HOW to search is key to success.

Here are the most common call scenarios and how to handle them.

• Looking for someone by Name (May I talk to Tom Ciscal)
• Use the green search box for Ciscal.
  You could search for Tom, however, there will likely be more of them.
  Like a Google search, uniqueness speeds and accurizes the search. 

• Looking for a specific extension (Extension 7092, please)
• Use the green search box for 7092. 

• Looking for someone by title (I need to speak to the Manager)
• Use the green search box for Manager.  We search across all fields in a search.
• If the operator already knows the Manager, they may search by name instead.
  *Optional:  If you filled out the Office field in AD, you can leverage that information as well.   

• Looking for someone by department (I want to talk to someone in Marketing)
  This one may be the most tricky with multiple locations (example Palo Alto).  But it doesn’t have to be.
• If you’ve create Extension Groups by location DN ranges, it’s quite easy.  This is done on the BOC TAPI Connector Phone System Settings tool.
• Palo Alto  5000-5999
• Wichita 6000-6999
• Choose the Palo Alto EG.  Move the slider bar labelled Search Global to the left.  Use the green search box (now magenta) for Marketing.  This will only display people with the department of Marketing in the Palo Alto location. 

• Alternatively, rather than using the EG, you could leverage the Office field once again, search for Marketing and sort by Office 

Missing e164 Alerting Names

If you are using e164 numbering internally and working with common area phones or other phones that do not have a formal user tied to them in AD or in the End Users table, you will need to change a registry key for us to pull the Alerting Name from the DN properly.

On the BOC TAPI Connector server, change the registry key
HKEY_LOCAL_MACHINE\SOFTWARE\Bridge Communications\BOCServer\E164ASCII to a value of 1.

Extension Groups, Search Best Practices in Bridge Operator Console

Bridge Operator Console provides a number of different way to find system users.  For best performance we recommend never displaying more items on the screen that absolutely necessary.  If you chose put 150 users on the screen, your PC will use the resources required to update 150 in real-time despite only being able to see 20 or so at most at one time.

Best Methods for Finding Users

1.  Predictive Transfer

Enabling predictive transfer unleashes the power of 5 machine learning algorithms to present the most likely destination for a given caller.  This feature reduces lookup time far beyond any other method or any other product on the market.

2.  Searching

When a call becomes active the cursor is put in the search box.  A user can then start typing any part of a users first name, last name, title, department or phone number.  The extensions list will quickly filter to match the search.

3.  Extension Group Scrolling (Slowest and not recommended)

Users can select an extension group to find a group of users in a particular department or location for example.  While this method does work, it is much slower than using the combination of search and related people.  The list is limited to 200 results by default.  If you require more you can change the SearchLimit regkey in the program to override it, but this is not a recommended procedure.


You can find more information here.
Searching and Extension Groups