CCR Groups and Queuing

[Grimson2452]

Evening All

Long time lurker first time poster so please go gentle

Avaya IP Office 500 V2 Version 8.0 (61) Voicemail Pro

I've got a bit of a question around CCR Hunt group queuing. Just as a bit of background we have a booking centre that handles all service bookings for our dealerships as part of this we were requested to have individual Hunt Groups for each site so the call centre knew where the call was coming from. We've now been asked to turn Call Queue announcements on for each of the booking lines. I've managed to get the call flow's all working as we would like but my question is when a customer calls and is put through to "booking line 1" and then another customer calls and is put through to "booking line 2" will the queue announcement combine the total call position or will it report only for the queue you are in / is there a way to do this in Voicemail Pro?

All the Booking Hunt groups are set to CCR group and the Agents are all set up as CCR as well.

Many thanks in advance

 

[janni78]

Hi, it will only tell you the position of the queue you're in.

You could send all calls to the same huntgroup and use Tags in ICR to show where the calls is coming from.

"Trying is the first step to failure..." - Homer

 

[RocketJTech]

Is it fair to assume that "booking line 1" and "booking line 2" are 2 separate groups with the same members in each?

If so, you could try immediately overflowing both groups to a common 3rd group. If I'm not mistaken, when the call rings to a user's phone, it should display the name of the 1st group that it was sent to by the incoming call route. If this is the case, and I think it is, then they would all be in the same queue (the overflow group). I believe I tried this once (quite a while ago) and it worked. However, in that case, their was only one member of the group (the receptionist). This allowed her to know which of three commonly-owned car dealerships the caller dialed, so she would know how to, then, address the caller.

Let us know how this works out

Thanks to technology, we can instantly communicate across the world, but it still doesn't help us know what to say.

 

[janni78]

It would still count Queue Position based on the first group the dialed.

"Trying is the first step to failure..." - Homer

 

[Grimson2452]

Hi, Thank you both very much for your help on this one. I had a feeling it would be a case of separate queues for each.

I don't think we have ICR at the moment so I'll take a bit more of a look into this one and see if its something the company will pluck for but I'll have a bit of a play with the overflowing of groups as well and see if there is anything I can do with Voicemail Pro.

Will let you know how I get on

Many thanks again