badazponydrvr
IS-IT--Management
If this has been covered, I apologize, I have been through the threads and haven't found anything specific to this.
I have a 406 running 4.0 with VmPro 4.0. We only have about 5 employees that operate on the phones, but we take several hundred calls a day. Several of us are members of multiple hunt groups. We all have three line appearances, which allow us to take the hunt group calls and communicate with each other while we are on those calls. We all have busy on held activated to keep calls that are in queue from ringing in while we have a customer on hold. Many times throughout the day, we need to speak with others in the office, while we have a customer holding in order to determine what solutions or whatever that we want for that customer. The problem that we have, is that even though we have office numbers setup in the DND exception list, the busy on held overrides that exception. So if the agent we are trying to call is on hold as well, then we cannot reach each other without instant messaging, or walking across the office.
I need to know if there is a way to keep huntgroup calls from presenting when we have someone on hold, but allow us to ring an extension that has someone on hold already.
I am well aware of shortcodes that could set dnd or just actually putting a call on dnd in order to keep it from ringing, but those two options, if they are for setting DND, are last resort options for us, as we all have a tendency to forget about turning back off, in addition to the fact that customers who are trying to call our direct ext would go straight to VM. Any Ideas would be greatly appreciated. If I have left any information out, let me know.
Thanks in advance for any help that you could provide.
I have a 406 running 4.0 with VmPro 4.0. We only have about 5 employees that operate on the phones, but we take several hundred calls a day. Several of us are members of multiple hunt groups. We all have three line appearances, which allow us to take the hunt group calls and communicate with each other while we are on those calls. We all have busy on held activated to keep calls that are in queue from ringing in while we have a customer on hold. Many times throughout the day, we need to speak with others in the office, while we have a customer holding in order to determine what solutions or whatever that we want for that customer. The problem that we have, is that even though we have office numbers setup in the DND exception list, the busy on held overrides that exception. So if the agent we are trying to call is on hold as well, then we cannot reach each other without instant messaging, or walking across the office.
I need to know if there is a way to keep huntgroup calls from presenting when we have someone on hold, but allow us to ring an extension that has someone on hold already.
I am well aware of shortcodes that could set dnd or just actually putting a call on dnd in order to keep it from ringing, but those two options, if they are for setting DND, are last resort options for us, as we all have a tendency to forget about turning back off, in addition to the fact that customers who are trying to call our direct ext would go straight to VM. Any Ideas would be greatly appreciated. If I have left any information out, let me know.
Thanks in advance for any help that you could provide.
