Call Queues

[Burgal]

I'm taking over the phone system from a former employee. I'm trying to get a handle on a few things.

One thing, is call queues.

We have some queues setup where you call a direct line, and if that line is busy, the call will go onto another SCR number on the 2616 handset. If that line is busy, it will sit on a third line. finally if that line is busy the call will move to voicemail.

I'm just wondering how that's setup, so if I wanted to change it, I could, or if I needed to setup another one.

Thanks

 

[wdhb]

The feature you're describing is Hunting. If you print the TN of the extn you should see in the CLS a setting of HTA. Then below this you will see a propmt LHK which will = the extn on the last key the call will hunt to

 

[Burgal]

Thanks. So that's for a short hunt.

If you wanted to make something more complicated, or if you wanted to have more than one set of hunts on one phone, you'd have to set up a hunt group?

Do you know how you would do that?

 

[wdhb]

if you want to set up group hunting you need to set up a GHT list in LD18 with the extns assigned to the entries & a PLDN, (group pilot) in LD57. Best to use the Software Feature Guides

 

[johnpoole]

another option you'll want to read up on, moght be, acd. in that case, the caller is told that all agents are busy and get to listen to music until the next agent hangs up.. ld 23

john poole
bellsouth business
columbia,sc

 

[Burgal]

Thanks. I've heard and seen ACD queues. We have on in our sales office, but it's nto working that well. I don't think we have all the features to get it going like you just suggested.

Right now, our ACD Queue goes to a voice mailbox where they can press 1 to leave a message, or 2 to wait for a sales person. They press 2, and the in calls light comes on for the available agents. During this time they hear our on hold music. There are no prompts to say that an agent will be with you soon. Then when someone picks up they transfer the call to one of their other DN keys and talk from there.

I've heard from them that callers get lost somewhere in the system, and they get a ringing extension for ever, and no one ever answers...

I need to learn a lot more on ACD queues, and Hunt groups. Do you know of any resources that document all the features and instructions for those two?

 

[johnpoole]

don't know of a good link or doc for that, the press 1 type command comes for a menu service in your mail, the ringing ext is an agent that left their desk and didn't log off, you can program around that by forcing the call back to que and auto logging the agent out.. the secondary recording are best done on a mica card set up as a ran route..

john poole
bellsouth business
columbia,sc

 

[Burgal]

we don't have a mica card, so we won't be able to do any RAN routes, even though there are two defined in the system. RDB 6011 and 6012. I dial them, and they don't do anything. My MOH at 6010 works fine however.

As for logging out, the staff just uses the NOT-READY key when they're not at they're desk. the only ACD keys they have are make busy, incoming, disp queue and not-ready.