Call Center vs. Hunt Group vs. Other 1

[JayDH]

We have a need to set up about 4 people that can all answer calls for website support. also I am kind of looking for any sugestions on which course I should go. or any tips.

We do have one unused skillset on our call pilot but I am trying trying to figure out how to set this up. without screwing up the existing set up. as I am not that familiar with the call center.

I also would be happy using a hunt group instead if I could figure a way for people to temporarily take themselves off of the hunt group. (without using DND)


Also is there an extension one can dial to forward calls to internally to get in the que for the call center? I can dial the CDN (2400 in this case) but it keeps ringing and no never routes anywhere.

 

[ptstechnician]

To setup the unused skillset, everything is in the documentation that came with the voicemail. If you use hunt groups, the only way (that I know) to temporarily take themselves out of the group, is to use DND. And, you can't call the extension of the skillset extension internally.

 

[jerryreeve]

When you set up a skillset you create a voicemailbox for the skillset. transfer calls to the DN of that mailbox, I can't remember if I created a hunt group to let me transfer the calls to for that but if you cannot transfer directly to the mailbox number then create a hunt group with that extension number and set it to overflow to the VM DN.

for a temporary setup you could use the hunt group and then use DND to control the hunt group.

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Hill?? What hill??
I didn't see any $%@#(*$ Hill!!
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JerryReeve
Communication Systems Int'l
com-sys.com

 

[Sam173]

would it work to forward F4 your extension to another agent or some in the hunt group, it would put you out of the loop temporarely

 

[JayDH]

ptstechnician:
unfortunately I inherited the system from someone who does not hang on to documentation very well as the only documentation I have found is for the call center reporting software. Although I have found some documentation online I feel like it is missing a lot of information. as far as the DND I thought that was the case as well but I just wanted to see if anyone knew something I was unaware of.

jerryreeve:
I am not sure I know what you mean on the mailbox as looking at the current skillset setup all I can find is a reference to mailbox was when it mentioned skillset mailbox 9 which i cannot find a DN for. am I looking in the wrong place?

SAM173:
This does not work. (at least on my system but thanks for the input)

 

[jerryreeve]

If you go to the call pilot manager GUI
login
click the call center heading
click the skillset list link
the skilset list page appears.
lok at the CDN for the skillset you have assigned to the function. this CDN is how you transfer calls to the Call Center Skillset.
The following was pulled from the Call center setup and operation guide that should be on the CD that came wiht the sysetem.

The Control Directory Number is the extension associated with the skillset.
Incoming calls transfer to the CDN of each skillset from extensions, the
Automated Attendant or Custom Call Routing. The CDN is the skillset
mailbox number.
When you assign a CDN to a skillset:
• It can be a B1 extension number that is not connected to any telephone
or peripheral.
• It can be a B2 extension that is not connected to a B2 application.
• If a telephone or any other device uses the same extension the call
center will not answer calls.
• The range of B1 and B2 extensions can be determined by using the
Unified Manager. The DNs do not have to be physically equipped with a
Media Bay Module.
• The system assigns a skillset mailbox that uses the CDN as its mailbox
number. You must initialize the mailbox before you can use the skillset
or the mailbox.
• Do not rename a phone DN to a phone DN used by Call Center.
• It is possible for i2004 devices to be assigned to the DN used by Call
Center. The user does not receive an error message if this happens,
even though i2004 devices usually warn a user if there are conflicting
telephone DNs. Therefore, it is imperative that the i2004 programming
record contains a list of CDNs used by Call Center.
Limitations for B1 and B2 extensions:
• A B1 extension number is the extension number that you dial to call a
telephone or peripheral. A B2 extension is a spare extension that exists
with every telephone but is generally not used. Some peripherals use a
B2.
• Both B1 and B2 extensions can answer external calls.
• Both B1 and B2 extensions can have external calls transferred to them
by a third person.
• B1 extensions allow a set to be CFB or CFNA to them. B2 extensions
do not support CFB or CFNA. Therefore a skillset that uses a B2 CDN
cannot have calls forwarded to it from telephone programming.
• B2 CDNs cannot be used as a prime set for target lines.
• Since assigning CDNs does not require additional hardware, we
recommend using B1 CDNs over

----------------------------
Hill?? What hill??
I didn't see any $%@#(*$ Hill!!
----------------------------
JerryReeve
Communication Systems Int'l
com-sys.com