Attendant and hunt group DNs

[jmics]

If a NAM with a MICS is set up for a call to be handled by CCR, and the atdt and a hunt group are both using DN 739, what is the resulting call path ? My understanding is that the call path is controlled by the CCR unless zero is pressed, at which point the call is forwarded to the hunt group. Is this the correct way to achieve that result ?

Is there a good reason NOT to make the atdt and a hunt group the same DN ?

 

[cook1082]

They can't be the same. The system won't give you 2 seperated devices the same DN. Do a feature 985 on a phone, that is the VM DN. Then check the HG's DN.

 

[jmics]

Thanks for the reply.

If I look up the attendant DN (NAM > 983,aa,table,'1',next to 'atdt') I see 739.
If I look up the hunt group DN (MICS > sys pgmg, hunt groups, list) I see HG01 (739).

The system actually rings the members of that hunt group before the auto attendant picks up after the first two rings.

There is an active CCR tree connected with table '1', which plays the home menu prompt after the attendant picks up.

I understand the concept that two devices cannot have the same DN, but it seems here that two logical items (the attendant and a hunt group) can indeed be assigned to the same DN.

My goal is to stop the hunt group members from having their phones ring before the auto attendant picks up.

 

[norstarboy125]

My goal is to stop the hunt group members from having their phones ring before the auto attendant picks up.

Answer - Make the HG 739 Appear Only instead of Appear and Ring.

Jeremy J. Carter
Charm City Communications

http://www.charmcitycommunications.com

Norstar. BCM. CS1000 Programmer

 

[Multimedium]

I understand the concept that two devices cannot have the same DN, but it seems here that two logical items (the attendant and a hunt group) can indeed be assigned to the same DN.

It seems to me you are confusing a few things. Let me try to clarify them.

DN stands for Directory Number. It is a number to get connected to something on your system. If that something is a station, you get connected to that station. If that something is a voicemail system, you get connected to that system. If that something is a hunt group, you get connected to a member of that group.

Although it doesn't make a difference here, you could make a distinction between physical DNs and virtual DNs. A physical DN is a number that connects directly to a device physically attached to the system. A physical DN could be a phone, for instance. A virtual DN is a number that connects with something that is not physically attached to the system. Similar to target lines, virtual DNs are used to route calls within the system. A virtual DN could be a hunt group, for instance.

The NAM is a peripheral to the MICS: the MICS can work without the NAM, but the NAM is useless without the MICS. DNs are defined on the MICS. The NAM cannot define DNs. So, when you see "Attendant DN" in the Automated Attendant settings, you should actually read "the DN designated as the attendant". From the Automated Attendant standpoint, it means the DN to transfer the call to when the caller presses 0 (or doesn't press anything).

My goal is to stop the hunt group members from having their phones ring before the auto attendant picks up.

norstarboy125 suggested to change the appearance of the hunt group to "Appear Only". I don't think it is a good idea. Incoming calls wouldn't ring, but calls transferred by the Automated Attendant wouldn't ring either.

Instead, unassign the lines from the hunt group. The Automated Attendant will still answer the calls coming in on those lines. If the caller presses 0 (or doesn't press anything), the Automated Attendant will transfer the call to the hunt group. The hunt group will then ring for the transferred call.

 

[jmics]

Thank you very much for taking out the the time to give me such a detailed answer.

I had an implicit understanding of the existence of physical vs. virtual DNs, but I have never seen it spelled out this way.

Just to be sure that I have this right, let me say this in my own words, and please correct me if I don't yet understand.

My atdt is set to DN 739, which is a hunt group. This means that pressing zero or doing nothing from the CCR menu prompt will send the call to HG 739.

I actually don't want any calls to ring anywhere until they are routed by the CCR menu. I have two sets of lines assigned to two different hunt groups, which need to be kept separate. Pressing '1' sends the call to HG 740, while zero or nothing sends the call to HG 739. If I unassign the lines, won't I lose that grouping ?

 

[allworxguy]

The proper configuration of a hunt group, requires the lines assigned to that HG not be assigned to the phones that are members of the HG.

Also keep in mind, if any digit is pressed within a CCR tree, the ATDT setting no longer functions. So if you run a bilingual set up (pressing 9 to change the language), after changing language and then do nothing the call will disconnect. Same thing happens if you have a menu setup (1, for sales, 2 for service etc) once you choose a menu option and then do nothing, it will disconnect. The do nothing was designed to accommodate rotary dial phones.

Marv ccna

http://www.telemarv.ca

 

[Multimedium]

My atdt is set to DN 739, which is a hunt group. This means that pressing zero or doing nothing from the CCR menu prompt will send the call to HG 739.

Right.

I have two sets of lines assigned to two different hunt groups, which need to be kept separate. […] If I unassign the lines, won't I lose that grouping ?

You won't.

You can have a phone without any line assigned to it. Of course, you will not be alerted of any incoming external call. Still, you will be able to answer external calls that have been transferred to that phone.

The same goes for a hunt group. If there is no line assigned to the hunt group, the members will not be alerted of any incoming external calls. Yet, the members will be able to answer external calls that have been transferred to that group.

A hunt group is a DN that routes calls to a bunch of members. The routed calls can include incoming external calls (in which case you assign lines directly to the hunt group), incoming internal calls and transferred calls. A hunt group doesn't require assigned lines in order to be a hunt group.

Why exactly do you have some lines assigned to one HG and some other lines assigned to another HG?

 

[jmics]

Thank you for the reply and explanation.

There are two sets of lines because there are two groups of people answering phones. One group needs external calls coming from one external number (which is set up at the CO to roll to the other lines assigned to that group), while the other group needs to answer calls from a different external number (which are also set up to roll over). Each group of lines are also assigned to a pool for outgoing calls, so that each group only uses the incoming and outgoing lines assigned to that group.

I don't want group members alerted to incoming external calls unless CCR routes the call to them. In this case, pressing '1' sends the call to group A, and doing nothing routes the call to atdt, which is defined as DN 739, which is the DN of hunt group B.

 

[Multimedium]

If I understand correctly:

[ul]
[li]When a call comes in on one of the lines for Team A, it is answered by the AA. The caller can press 1 to be transferred to HG 740 (Team A) or press 0 to be transferred to HG 739 (Team B).[/li]
[li]When a call comes in on one of the lines for Team B, it is answered by the AA. The caller can press 1 to be transferred to HG 740 (Team A) or press 0 to be transferred to HG 739 (Team B).[/li]
[/ul]

So, the caller always has the same options, no matter the line on which he is calling.

Do I get this right? Is this what you want?

I don't want group members alerted to incoming external calls unless CCR routes the call to them.

All right, let's do it!

First, make sure the AA is programmed to answer the lines:

Automated Attendant > Lines > [Line Number] > Answer Line: Yes​

Then, unassign the lines from the hunt groups:

System Programming > Hunt Groups > [HG 739] > Line Assignment > [Line Number]: Unassigned
System Programming > Hunt Groups > [HG 740] > Line Assignment > [Line Number]: Unassigned​

That's it. Let us know how it's going.