Circular hunt group with 20 extensions

[rbordeaux]

Hi all - first sorry for the aufull explanation I am going to give - I have a CM3 and I want to create a circular hunt group with 20 extensions that when extension (1) doesn't pick up it goes to extension (2) and if (2) don't pick up then to (3) and so on.

I have tried several ways to achieve this but I cannot make it work. I add a coverage path to the hunt group to go back back to the hunt group, a vdn to send the call to the hunt group extension. I tried virtual extensions sending calls to a different coverage path. I tried to create 2 circular hunts splitting the stations with inverted coverage paths and also played with adding each extension as a point of a coverage path (instead of hunt group) but I couldn't jump from coverage path 1 to a next one and as the limit is of 6 extensions only one screen is not enough.

Any ideas how I can make 20 extensions to ring in sequence until one is picked up??

Thanks for your help,
Richard.

 

[lusmile3181]

Hi,

1) create a Hunt group extn.
2) mention the hunt group type as Circular
3) Put the extn. in the hunt group and try dialing the hunt group number to test internally.
4) no need to configure any coverage path in the hunt group.
5)Now you can configure a VDN which will point out to a vector where u direct ur incoming calls to this hunt group number or if the calls are coming thru a trunk u can make use of digit conversion method to put the calls directly to hunt group number...

 

[rbordeaux]

Thanks Lusmile3181, what you mention is done but the problem is that I want to divert the call to the next number on the list if the extension on which the call is ringing doesn't pick up the call.

In other words I want something like RONA when we use skill based hunt groups. That is why I started playing with coverage paths.

Thanks
Richard

 

[SF0751]

Try the "Hunt to station" field on the first station screen.

Enter the extension the system should hunt to for this telephone when the telephone is busy. This field allows you to create a station hunting chain (by assigning a hunt-to station to a series of telephones).

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[rbordeaux]

Thanks Susan, I checked it, read the documentation and test it and it works but only if the extensions are busy. As soon as it finds an idle extension it keep ringing (or worst goes to the send calls of that extension) and doesn't move down the change. This is a problem as if one of the users went out for lunch his phone will keep ringing and the next one will never get the call.

I keep trying to apply coverage paths but the limit of 6 coverage points is way below the 20 I need. The next path field on the coverage path screen only applies when "It is the coverage path to which calls are redirected if the current path’s coverage criteria does not match the call status."

I would not like to use pick up groups as they want to hear the phone ringing.

The only options I have are pick up group (not ringing) or circ hunt group (but not RONA). (something strange happened on using coverage path on the hunt group. When the call was sent to the first station and there was no answer it moved to the first coverage point station of the hunt group coverage path but you could see the call ringing both on the first station and the new station, it never moved to a third or anything else).


Thanks all for your help, if more ideas are out there please let me know.

thanks
Richard

 

[Zen216]

can you setup a queue instead of a circ hunt, then you could use RONA? Then agents can log in and out..
also, 20 stations, even if you could,, if it rang three times before moving to the next agent, that would be 60 rings... who would stay on the line that long?

 

[bluerigsby]

Hello rbordeaux ,
Did you ever find a solution to the RONA , like you I want an extended hunt group, with 20 stations I'm happy it would never ring around all 20 (no-one would wait that long), but the circular hunt is great in that for the next call it tries the next station, not the one at the top of the list. But the RONA is the key point.
It would seems a coverpath is ideal for 8 or less as you can set the number of rings for each destination.

 

[Mitch672]

sounds like you need a real call center setup, where agents login/logout, and on RNA, the agent (user) gets put into ACW, where they won't get calls until they "auto in" again.

A real call center handles these issues, you should be considering that as your solution. Yes, the agents will need to login and logout.

mitch

 

[heathersuzanne]

I agree with Mitch. another thing to remember is that callers might not want to hear the phone ring 20 times before someone picks up.

Dont know your phone setup, but if you cant set up a real call center what about if you gave all the analysts bridged appearances to a main phone extension (a DID). Then whenecver a call comes in to the DID, whoever wants to pick it up can hear their phone ring and answer it.

Still leaves you with the problem of people possibly not answering the phones since they know someone else will get it, but the circular hunt group would leave you with that same issue so I assume that is not a problem.

Just a thought.

 

[rbordeaux]

Thanks heathersuzanne, I will test the bridge option. Just to update the post I wasn't able to do a circular hunt group but managed to offer another solution to the user.

Regarding using ACD, I have a call centre but this "service" was for some corporate users and this type of people would never log as an agent into the system.

For the time being I will test bridging 20 extensions together to see how they work.

Thanks all for your comments and help!!!

 

[grivas]

Have you tried Call Forwarding Busy/Don't Answer? I never tried it with a hunt group, but that might be easier than setting up a more sophisticated ACD group.

 

[liamdoyle]

Hi rbordeaux,

Did you have any luck with this finally? I am trying to set up the exact same thing for 10 users, I would love to know if you found a useful solution/workaround. Any feedback at all would be great.

Thanks very much