CAN'T PICK UP CALLS PROBLEM

[nsi1]

1) Sales is complaining that when they park a call and there are other calls coming in while they are on the phone that they can not pick up the ringing call after they have completed the park and hung up.

(The sales phones are in a calling group set to group ring and have at least 4 SA buttons available, using 4412 sets)

They Have to be able to do the:

Hello, Please Hold
Hello, Please Hold
Hello, Please Hold, thing

Have to get this fixed!


Any Ideas?

PS: When I dial the CG directly (7929) it displays
"Do Not Disturb" though phones ring in the group.
is this significant? How might I change it?

CG Report:

A Group # : 7929 Group Type : AutoLogin
A Call Distribution Type : GROUP RING

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

A Message Waiting Station :

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

A Group Coverage :

A Member No. EXT # LABEL
A 1 110 DISPATC
A 2 113 WHITE D
A 3 116 FOSTER
A 4 119 COMPTR
A 5 120 MARTIN
A 6 121 DUNLAP
A 7 122 SALES
A 8 123 FALLS G
A 9 124 LEHMAN
A 10 125
A 11 127 GROVER
A 12 128 SPEELMN
A 13 129 WILLIAM
A 14 132 SHEEHAN
A 15 134 MARK B
A 16 139 KEMPER
A 17 141 JENNIFR
A 18 145 WALTERS
A 19
A 20

A LINES :
A DIRECT GROUP CALLING INFORMATION

A Group Priority: : 16
A Support Group: :

 

[merlinman]

I don't have a fix for what they are trying to do, 'cause they are really not using the calling group correctly.

They have a perfectly good ROBOT to do this "Hello, Please hold" thing, but they are not using it.

That is, a Calling Group, the way it was designed, if no one is available and if it is set up correctly, will:

A) Answer the call,

B) Play a "Primary" announcement to tell the caller to wait for the next available agent,

C) Play and repeat a "Secondary" announcement until someone is available or if the caller presses the POUND Sign or until a time limit is reached.

D) When an agent becomes available, it will send the caller to that agent.

The way they are using this is not a very efficient use of their expensive Magix system.

So, my suggestion would be to "let the robot do it".

http://home.comcast.net/~merlinman/