Call Route Issues

[StatusCue]

I'm trying to accomplish the following:

I have two hunt groups:
Primary Inbound Hunt Group 200
Overflow Inbound Hunt Group 300

Our primary receptionist 229 is part of group 200 and another 4 users (backup receptionists) are part of the overflow. Extn238 (a phone in a public area) is part of both groups.

the intention is for the primary receptionist to get the first few rings on inbound calls and for the backup receptionists to get the next few rings after that. Extn238 gets all of the rings.

This works fine except for when the primary receptionist is not here and logs off her phone. Usually in that scenario one of the backup receptionists logs into her phone. The problem is that the backup receptionist (now acting as primary) does not get the first few rings since Extn238 is still logged on.

What I'd like to happen is for the entire backup group (including extn238) to get the calls from the first ring any time the primary receptionist is logged off.

I was thinking af setting Group 300 (Overflow) as a coverage group for Extn229 (primary Receptionist). However, since the calls come into a hung group first, I don't think the coverage group applies.

Any suggestions?

 

[tlpeter]

Remove the 238 form the main group and give the phone a coverage appearance for the main receptionist.



BAZINGA!

I'm not insane, my mother had me tested!

 

[StatusCue]

Won't the coverage appearance button only alert if the main receptionist is logged off or if the main receptionist's phone reaches its no-answer time?

When the main receptionist is logged on I need 238 to ring along with it for the first few rings.

 

[tlpeter]

A coverage appearance will ring the phone when the receptionist her phone rings.


BAZINGA!

I'm not insane, my mother had me tested!

 

[Westi]

give the main receptionist a "set huntgroup out of service" button and have the fallback set to wherever the backup people are in.

Joe W.

16082

 

[tlpeter]

Sharp suggestion Westi.
But it can be a problem for night services.


BAZINGA!

I'm not insane, my mother had me tested!

 

[StatusCue]

The Coverage Appearance button on Extn238 immediately. I need 238 to ring immediately all the time.

 

[hairlessupportmonkey]

tek tips on a newbie recruitment drive tonight?

I mean, trial an error will be your best method here. doesnt seem like you have used all your well earned training and skills too much here....

ACSS - SME

 

[StatusCue]

Problem Solved using Bridged Appearance buttons on Extn238