ACD to hunt group

[wiremantx]

I have 2 phones in a hunt group which are reported on CMS.

User would like to be able to receive a call, place them on hold and answer another incoming call. I checked the Hunt group for them, I thought it would be taken care of in the Multiple Call handling box.

What else can I check?


HUNT GROUP

Group Number: 1 ACD? y
Group Name: Fam Prac Queue? y
Group Extension: 11011 Vector? y
Group Type: ucd-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:

Queue Limit: 40
Calls Warning Threshold: Port:
Time Warning Threshold: Port:



HUNT GROUP

Skill? n Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: both
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec):
Multiple Call Handling: on-request

Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n


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HUNT GROUP

Message Center: none






LWC Reception: none
AUDIX Name:

 

[Blight]

i think you can do this with a call park button instead of putting them on HOLD... the call needs to be parked.

 

[TechJimF]

We use that feature in our call center. Put current call on hold, press auto-in to get the next call.

Jim

 

[wiremantx]

I am new to Avaya. (NORTEL dude) I assume I need to put a call park on the sets in the hunt group. I would need an example if possible.

Right now if the caller calls the vdn and goes through the vector, the caller presses 1 to go to the correct hunt group. The call then gets answered and when a second caller goes through the same procedure the second caller is placed on hold until the first caller hangs up. The other agent answering the phone could be answering the second call or if the 1st agent is alone we would want her to answer one call place them on hold to answer a second call.

 

[SF0751]

Make sure that you have 3 call appearences and that "restrict last call app" is set to NO.

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893