CCM ACD

[Manueljung]

We're converting from a Nortel PBX and are close to having everyone moved over, but I'm having trouble with this one ACD group. I'm running CCM 3.3 and want to set up a very basic ACD group. Is it possible without IPCC? I basically want a hunt type group that will terminate in a general voice mailbox if no one is available. ANyone have any experience setting something like this up?

 

[jonks]

Version 3.3 is not very good at hunt groups. I know version 4 has much more confiurable options when it comes to hunt group

 

[ccmuser]

what are you actually trying to do? You can create a round robin hunt group on your own with CSS and partitions without a problem.

Webattendant has some nice pre-build hunt group feateres also and to put it bluntly is a kick as APP!!!!! I think it should solve most gaps in features on your PBX...

 

[congogrey]

You are going to need some form of IPCC either express or enterprise. From your post it does not sound like you will need an IVR so IPCC Express should be fine.

 

[ccmuser]

congogrey ... why does he need ipcc for this?

 

[congogrey]

There is a difference between a hunt group and a ACD agent group.

A hunt group will just send a cal in an order from top to bottom.

An ACD agent group will allow him to have skills based routing. This will allow him to route calls based on several factors (agent available, longest idle, etc.)

 

[ccmuser]

ummm lets answer his question though..He stated exaccly what he wanted to do.. try for an availble agent then go to voice mail...

Where you trying to answer someone elses question

 

[ccmuser]

OHH and I forget.. WEB ATTEND WILL DO LONGEST IDLE ECT...

no skills based or try IVR functions.. But will definatly do the simple task he asked for.

 

[BuckWeet]

No, this will not work with CCM, if you're using CCM's built in hunt groups, the DN that the call gets routed too will flow to the VM of that directory number..

The only way to get it to flow to a general voicemail box is made every DN that is in the hunt group flow to the same mailbox, or make other DN's on those phones and point the calls to them..

This is a major downfall of CCM's built in hunt groups.. You can't assign forwarding to the hunt group itself.


BuckWeet

 

[ccmuser]

grrr.. I did not say to use prebuild hunt groups.. I said to create your own. Put all seconday lines you wish to forward to into unique partitions. in call forwarding you can choose what css you watn..

 

[BuckWeet]

Yes, which is a nasty ugly way of doing hunt groups, system down fall of the CallManager...

Which has been greatly improved in CCM 4.x

BuckWeet

 

[ccmuser]

for five people is putting an extention number in 5 places.. and creating one extra partition...

Doesn't seem that bad to me...