calling group .magix 1

[02miller]

merlin magix calling group if everyone logged out or busy ,want to go to operator,have her setup as a group cover ...no luck...any thoughts?

 

[Telecomboy]

Set-up another group with only the operator. Have the original group overflow to that group. If it's set-up as "group-ring" it will only send the call when everyone is logged-off. Otherwise it should also send calls when everyone is busy on a call.

 

[02miller]

Thanks for the quick answer....group ring is under ???

 

[tdaugirdas]

Group Ring is under the Hunt Type choices - depending on your version of processor software. Older versions of the software did not have that option.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[02miller]

Thanks Tom..it doesn't have that...I have the calls going to a group and have it set for prompt based and time to go to overflow which has the 0perator in the group...still won't ring her phone.???

 

[tdaugirdas]

Don't use prompt based. Just set the number based to 99 and time-based to the number of rings you want. Also set the Group-type to autologin. If it is set at the default of autologout - then the Operator phone won't ring - because she is not logged in.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[02miller]

Should anything be under support?

 

[tdaugirdas]

Not sure of your question? Does the Operator phone ring now - or not?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[02miller]

No...

 

[tdaugirdas]

OK - let's review. What is the Group Ext for the group you want covered by the Operator Group A)? What is the Group Ext for the new group (Group B) you created with the Operator as the only member? How did you setup Overflow from Group A to Group B? What Hunt Type is Group B? What Group Type is Group B?

Or - if it's easier for you - just cut & paste a printout of the two Calling Groups and post them here.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[02miller]

thanks ....772 main group 773 overflow
----- Site: transfer. Captured: 6/9/2008 -----
DIRECT GROUP CALLING INFORMATION


Group # : 770 Group Type : IntegrtdVMI
Call Distribution Type : LINEAR

PryAnn No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # :
Time Between Delay Announcements: 0
Repeat Secondary Announcement: No

Message Waiting Station :

Queue Control Limit: 99
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 1
Overflow Threshold (Time): 0
Prompt Based Overflow Option: No
Overflow to DGC group # :

Group Coverage : 30

Member No. EXT # LABEL
1 508
2 509
3 510
4 511
5 512
6 513
7 514
8 515
9
10
11
12
13
14
15
16
17
18
19
20

LINES :
DIRECT GROUP CALLING INFORMATION



Group Priority: : 16
Support Group: :

Home Group(s)/Priority :
DIRECT GROUP CALLING INFORMATION


Group # : 772 Group Type : AutoLogout
Call Distribution Type : MOST IDLE

PryAnn No. EXT # LABEL
1 614
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # : 614
Time Between Delay Announcements: 20
Repeat Secondary Announcement: Yes

Message Waiting Station : 495

Queue Control Limit: 99
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 99
Overflow Threshold (Time): 180
Prompt Based Overflow Option: No
Overflow to DGC group # : 773

Group Coverage :

Member No. EXT # LABEL
1 335 TAVARES
2 223 COLE
3 228 OPEN
4 315 FERGUSO
5 231 DAVIS
6 269 RHOADES
7
8
9
10
11
12
13
14
15
16
17
18
19
20

LINES :
DIRECT GROUP CALLING INFORMATION



Group Priority: : 16
Support Group: : 773

Home Group(s)/Priority : 773 16
DIRECT GROUP CALLING INFORMATION


Group # : 773 Group Type : AutoLogin
Call Distribution Type : CIRCULAR

PryAnn No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # :
Time Between Delay Announcements: 0
Repeat Secondary Announcement: No

Message Waiting Station :

Queue Control Limit: 99
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 1
Overflow Threshold (Time): 0
Prompt Based Overflow Option: No
Overflow to DGC group # :

Group Coverage :

Member No. EXT # LABEL
1 200 OPERATR
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

LINES :
DIRECT GROUP CALLING INFORMATION



Group Priority: : 16
Support Group: : 772

Home Group(s)/Priority : 772 16
DIRECT GROUP CALLING INFORMATION


Group # : 774 Group Type : AutoLogin
Call Distribution Type : CIRCULAR

PryAnn No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # :
Time Between Delay Announcements: 0
Repeat Secondary Announcement: No

Message Waiting Station :

Queue Control Limit: 99
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 1
Overflow Threshold (Time): 0
Prompt Based Overflow Option: No
Overflow to DGC group # : 770

Group Coverage :

Member No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

LINES :
DIRECT GROUP CALLING INFORMATION



Group Priority: : 16
Support Group: :

Home Group(s)/Priority :
DIRECT GROUP CALLING INFORMATION


Group # : 637 Group Type : AutoLogout
Call Distribution Type : CIRCULAR

PryAnn No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # :
Time Between Delay Announcements: 0
Repeat Secondary Announcement: No

Message Waiting Station :

Queue Control Limit: 99
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 1
Overflow Threshold (Time): 0
Prompt Based Overflow Option: No
Overflow to DGC group # : 770

Group Coverage :

Member No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

LINES :
DIRECT GROUP CALLING INFORMATION



Group Priority: : 16
Support Group: :

Home Group(s)/Priority :
DIRECT GROUP CALLING INFORMATION


Group # : 681 Group Type : AutoLogout
Call Distribution Type : CIRCULAR

PryAnn No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # :
Time Between Delay Announcements: 0
Repeat Secondary Announcement: No

Message Waiting Station :

Queue Control Limit: 99
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 1
Overflow Threshold (Time): 0
Prompt Based Overflow Option: No
Overflow to DGC group # : 770

Group Coverage :

Member No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

LINES :
DIRECT GROUP CALLING INFORMATION



Group Priority: : 16
Support Group: :

Home Group(s)/Priority :



----------------------------------- ANNOTATION -----------------------------------

 

[tdaugirdas]

OK - so if your main calling group is 772 - you have 773 setup to cover calls to that group after 180 seconds. That's a full 3 minutes before the Operator phone (in Group 773) would ever start ringing. So you need to reduce that overflow time to something more reasonable like 4 to 5 rings - which would be 20 to 25 seconds. Each ring is about 4 to 5 seconds in length.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[memphisribs]

As I see it Group 772 calls will queue if no agent is available and the operator is not available in group 773. The call will be placed on hold & receive 1st and 2nd delayed announcements until the 180 second time expires, then the system will look to calling group 773 again(it is already looking- this isn't correct) if the agent in 773 is available to the group (773) then the call will route to 200.
So the real question is 200 really available to 773?
A Calling Group member is considered available if all of the following conditions are met:
_ The extension is logged into the Calling Group (available status).
_ For Release 2.1 and later systems, After Call Work (ACW) or Auxiliary Work Time (AWT) is not
activated.
_ The extension handset is on hook and a red light is on next to the next line button to be used
by Automatic Line Selection; or a headset user is not active on any call, no red light is on at
any line buttons, and the speakerphone is off.
_ The extension is not ringing or busy on another call.
_ The extension does not have a call on hold (including a call on hold for transfer
_ The extension is not in programming or test mode.
_ An SA or ICOM button is available for call delivery.
_ Do Not Disturb is off.
_ Calls are not being forwarded through Forward, Remote Call Forwarding, or Follow Me.
_ The Calling Group member is not about to receive a call from a caller who has used Callback
to reach the member.

If the operator is available in the support group(773), the call will route without going into a queue, that is if no agents are available in 772.

43 years in the business and counting.