Direct agent call handling

[ColdNorth]

Hi,

I having a problem with incoming calls to agents, the call comes through even when the agent is in "aux work" or "after call".
Incoming calls to the queue works fine, but not direct agent calls.

Can someone point me in the right direction ?

Using EAD/MIA on hunt groups.

Definity G3 V8

 

[mikeydidit]

Are these calls direct dialed or coming in through the group? It sounds like these are being directly dialed which the call wil go to the agent reguardless of their state in the hunt group.

"Wise men speak because they have something to say; Fools because they have to say something."
(Plato)

 

[ColdNorth]

Yes, the calls are directly to the agent.

 

[Roland1975]

I'm afraid that mikeydidit is right....The aux-work and after call buttons are for use with the ACD-group. So if an individual calls comes in the phone will start ringing.

That's why we always advise customers to give agents numbers that can't be dialed from external parties and to keep the agent numbers 'secret'. This way you prevent agents being busy with things they shouldn't be busy with. Agents should answer ACD-calls in my opinion and nothing else

Some basic knowledge of Siemens Hicom, Avaya Definity and Mitel 3300 ICP.....

 

[mikeydidit]

I have in the past, put a cover path on these phones for inside calls to route back to the hunt group extension number. This keeps calls in the hunt group and not at the extensions.

"Wise men speak because they have something to say; Fools because they have to say something."
(Plato)

 

[ColdNorth]

Okay, thx guys.

We started as a small office but the staff increases and the first solution looked good at the start...

 

[dfalken]

I know this is an old thread but do most people use a separate direct agent hunt group? Mine was set up to use the same for direct agent as for the actual hunt group. This seems wrong.

Thanks,