CICS 6.1 Programming Questions

[nickasch]

Hi All,
I've got a new CICS 6.1 with a CallPilot 100. I wanted to run a few configuration questions by everyone to see if a setup is possible with this system or not. Please bear with me as it is a long post. Thanks!
I wanted to know what is needed (or if it is possible to have the CICS setup this way) for this to work.

Daytime:
- Incoming call goes right to AA. No telephone rings before the call goes to the AA. The AA gives the option to xfer to a specific extension, or press 0 OR WAIT for an attendant. This message will NOT repeat itself. Once the user presses 0, or waits through the message, the call is transferred to a hunt group. (In other words, I want the attendant to be a hunt group instead of a specific extension)
- The hunt group rings 5 phones simultaneously for 6 rings.

**Will this call ring on the specific CO Line button or an Intercom button? Also, will non members of the hunt group be able to pickup the call by pressing the flashing line button?**

- If nobody picks up the call within 6 rings, it goes to a general mailbox.

Night:
- Night autoattendant picks up call and gives option to transfer to specific extension, gives office hours, and allows user to press 0 to go to hunt group. If the hunt group doesn't answer within 6 rings, the call goes to general voicemail.

Thanks in advance for the help. I just wanted to know if I could do this with a new CICS and CP!

Thanks,
Matt

 

[aragon]

Daytime:
- Incoming call goes right to AA. No telephone rings before the call goes to the AA. The AA gives the option to xfer to a specific extension, or press 0 OR WAIT for an attendant. This message will NOT repeat itself. Once the user presses 0, or waits through the message, the call is transferred to a hunt group. (In other words, I want the attendant to be a hunt group instead of a specific extension)
- The hunt group rings 5 phones simultaneously for 6 rings.

**Will this call ring on the specific CO Line button or an Intercom button? HUNT GROUP KEY Also, will non members of the hunt group be able to pickup the call by pressing the flashing line button?** GROUP PICKUP FEATURE75

- If nobody picks up the call within 6 rings, it goes to a general mailbox.

Night:
- Night autoattendant picks up call and gives option to transfer to specific extension, gives office hours, and allows user to press 0 to go to hunt group. If the hunt group doesn't answer within 6 rings, the call goes to general voicemail.

Thanks in advance for the help. I just wanted to know if I could do this with a new CICS and CP!

Answers in BOLD
Yes it is possible using CICS and CP

 

[nickasch]

Thanks aragon.

I've got a few more questions about hunt groups. We want to maintain the 'key system feel' with this system. Therefore, if an inbound hunt group call DOESN'T appear on the CO Line buttons, then what happens when the hunt group call is placed on hold? Where does it go? Also, is there any way that the hunt group calls can ring at the CO Line buttons, or is a special hunt group button needed for incoming calls. Could someone please explain this to me?!


Thanks,
Matthew

 

[bkrike]

Hunt groups will ring in on the CO-line button if the phone has the CO-line button. Regarding hold, it does not "go" anywhere: that line is then held. All you really need to do is figure out exactly how you want the system to work, tell your vendor, and he will take care of the rest.

 

[nickasch]

Thanks bkrike,

Hunt groups seem to make a bit more sense now. Our installer is coming tomorrow to put the system in, and I just wanted to understand the situation. So let me get this straight: Inbound call on CO line hits AA. Caller zeroes out of AA and hits the primary hunt group. There is NO hunt group button on the phone, only Icom and CO Line buttons. The call rings at the CO Line button from whichever CO line the call originated on. The hunt group call DOES NOT ring at an Icom button. Those who have CO Line buttons APPEAR ONLY can see an inbound call by a flashing indicator but it does not ring.

Can those people who are not part of the hunt group, but have the CO Line button for the ringing call pickup the hunt group call?

A member of the HG picks up the call and holds the call. The call appears held on all sets with the CO Line appearance. Any user with the CO appearance can take the call, regardless of their hunt group status.

Is this right? Am I missing something? anks so much!
Matthew

 

[bkrike]

Yes, that is all correct. One thing to keep in mind: the phones are still going to have a "hunt group" button. With typical hunt group programming you do not make the lines appear on the phones that are in the hunt group. Basically you will have that “hunt group” button, but it will not be used, because the ringing line appearance takes precedence over it.

From reading your post it seems the result you want is for callers to press 0, and to have that call ring at multiple locations. Your scenario will work, but you can also accomplish this through answer DN’s, or a ringing service.