metromiami
IS-IT--Management
Hey Guys:
Check this out:
I am consulting for a company that has Partner Messaging Release 6, and an ACS R6 processor. They have a Customer Service department, and wanted it set up as a Hunt Group
so that incoming calls ring directly to the group, 1 phone at a time. Using Line Assign and Hunt Group (#505) I created Hunt Group 1 with all the extensions in it. I, too have read that:
-Calls to a busy hunt group can be forwarded to a Hunt Group Mailbox.
But none of the Avaya documentation tells you how to create a Hunt Group mailbox!
Well, I called the 800 number for Avaya, first got a horrible rep that wanted to bill me $60 for the first 30 minutes, and insisted that the time it took her to take down my company name, address, email, etc, and technical question, should come out of the 30 minutes. Horrible.
I hung up and called back, and got a super tech to help me.
Here is what we did:
First of all, you should note that the ACS is not really made for hunt groups or call centers. You can do it, but your options are a little limited:
Please note that, for Avaya, "calls to a busy hunt group can be forwarded to a hunt group mailbox" means that the calls MUST be handled first from Partner Messaging.
Incoming calls that just ring the phone directly in a Hunt Group can never go to a voicemail. They're not very clear about that, are they?
What you do is this:
First, create a hunt group (i think it's #505 from extension 10 in system program mode. feature-0-0 then left-intercom twice.) Let's call it Hunt Group 1. Add the extensions you want in this Hunt Group. Now you can test that it's working
by taking a call from some phone in the system, press transfer then 771 where 1 is the number of your hunt group.
The call should transfer to the hunt group properly.
Next, create an AutoAttendant. Let's call it AA1.
Assign the lines you want to ring for this hunt group to AA1, through the AA programming in Partner Messaging.
Program none of the keys to do anything at all, record the message "thank you for calling, please hold for the next rep" or whatever and set the dial zero timeout feature to kick in right away, and make it "transfer to extension 771".
that means, the dial 0 timeout feature tries to call extension 771, where 77 means call a Hunt Group, and 1 is the number of the Hunt Group you want to call.
So far, so good. Now callers hear a voice prompt right away, and the Hunt Group rings. What about voicemail?
Coming to that part. Login the voicemail and create a voice mailbox for extension 771. It will say by default that there's a phone there even though there isn't really an extension 771. That's fine.
Now program a "do not disturb" button for each phone in your hunt group. I think it's feature-0-0 then left intercom twice, then right intercom once for central telephone program. enter 1 extension at a time, pick a button on the phone, and put the right feature code for "do not disturb"
Now, if the Hunt Group phones are all busy, calls get routed to Mailbox 771. If everyone has "do not disturb" pressed on their phone, calls go right to voicemail. However, if even 1 phone in the Hunt Group doesn't have DND turned on, the calls will keep ringing that phone.
SO, people in the Hunt Group turn off DND in the morning to take calls, and turn it on when they leave their desks.
We're almost done.
By now, you have calls ringing the hunt group if there is an available phone and going to voicemail if there isn't.
What about the "Message Waiting" notification light?
you can enable outcalling (see your documentation) to have the fake extension 771 notify a whole group of phones, when 771 has a message. Just call in 777 for voicemail, log in to 771, and set the numbers of the extensions you want lit up as calling #09xx# where xx is the extension you want in the group.
The issue here is that the light won't go out on the phones when the message is actually deleted from extension 771 mailbox. I'm not sure about that part of it yet, i'm pretty sure there is a "program a button to manually reset the message waiting light" workaround.
But, at least, yes you can create a hunt group mailbox.
I hope this helps someone. God knows Avaya is a little hazy on the documentation. (it doesn't exist). They wanted to charge me $60 but I kept calling them until I found a rep who just wanted to help me and didn't even charge for the support call.
Check this out:
I am consulting for a company that has Partner Messaging Release 6, and an ACS R6 processor. They have a Customer Service department, and wanted it set up as a Hunt Group
so that incoming calls ring directly to the group, 1 phone at a time. Using Line Assign and Hunt Group (#505) I created Hunt Group 1 with all the extensions in it. I, too have read that:
-Calls to a busy hunt group can be forwarded to a Hunt Group Mailbox.
But none of the Avaya documentation tells you how to create a Hunt Group mailbox!
Well, I called the 800 number for Avaya, first got a horrible rep that wanted to bill me $60 for the first 30 minutes, and insisted that the time it took her to take down my company name, address, email, etc, and technical question, should come out of the 30 minutes. Horrible.
I hung up and called back, and got a super tech to help me.
Here is what we did:
First of all, you should note that the ACS is not really made for hunt groups or call centers. You can do it, but your options are a little limited:
Please note that, for Avaya, "calls to a busy hunt group can be forwarded to a hunt group mailbox" means that the calls MUST be handled first from Partner Messaging.
Incoming calls that just ring the phone directly in a Hunt Group can never go to a voicemail. They're not very clear about that, are they?
What you do is this:
First, create a hunt group (i think it's #505 from extension 10 in system program mode. feature-0-0 then left-intercom twice.) Let's call it Hunt Group 1. Add the extensions you want in this Hunt Group. Now you can test that it's working
by taking a call from some phone in the system, press transfer then 771 where 1 is the number of your hunt group.
The call should transfer to the hunt group properly.
Next, create an AutoAttendant. Let's call it AA1.
Assign the lines you want to ring for this hunt group to AA1, through the AA programming in Partner Messaging.
Program none of the keys to do anything at all, record the message "thank you for calling, please hold for the next rep" or whatever and set the dial zero timeout feature to kick in right away, and make it "transfer to extension 771".
that means, the dial 0 timeout feature tries to call extension 771, where 77 means call a Hunt Group, and 1 is the number of the Hunt Group you want to call.
So far, so good. Now callers hear a voice prompt right away, and the Hunt Group rings. What about voicemail?
Coming to that part. Login the voicemail and create a voice mailbox for extension 771. It will say by default that there's a phone there even though there isn't really an extension 771. That's fine.
Now program a "do not disturb" button for each phone in your hunt group. I think it's feature-0-0 then left intercom twice, then right intercom once for central telephone program. enter 1 extension at a time, pick a button on the phone, and put the right feature code for "do not disturb"
Now, if the Hunt Group phones are all busy, calls get routed to Mailbox 771. If everyone has "do not disturb" pressed on their phone, calls go right to voicemail. However, if even 1 phone in the Hunt Group doesn't have DND turned on, the calls will keep ringing that phone.
SO, people in the Hunt Group turn off DND in the morning to take calls, and turn it on when they leave their desks.
We're almost done.
By now, you have calls ringing the hunt group if there is an available phone and going to voicemail if there isn't.
What about the "Message Waiting" notification light?
you can enable outcalling (see your documentation) to have the fake extension 771 notify a whole group of phones, when 771 has a message. Just call in 777 for voicemail, log in to 771, and set the numbers of the extensions you want lit up as calling #09xx# where xx is the extension you want in the group.
The issue here is that the light won't go out on the phones when the message is actually deleted from extension 771 mailbox. I'm not sure about that part of it yet, i'm pretty sure there is a "program a button to manually reset the message waiting light" workaround.
But, at least, yes you can create a hunt group mailbox.
I hope this helps someone. God knows Avaya is a little hazy on the documentation. (it doesn't exist). They wanted to charge me $60 but I kept calling them until I found a rep who just wanted to help me and didn't even charge for the support call.