drop button for use in a huntgroup

[erik1980]

I have a question about the drop button.
We have an customer with a IP 406 version 4.2(17)
Last week we upgraded this, it was on version 3.2

They have a couple of huntgroups, its a contact center.

In version 3.2, when a phone was getting a call from the group they could use the drop button and the call was than passed on to the next available member.

In version 4.2 they are not able to use this anymore. They have a wrap up time of 20 seconds, but they also had this in 3.2.

Is there a way to restore this or is this not possible anymore?.

 

[amriddle01]

Beleive it or not that was a bug, a very usefull one but a bug all the same, and they went and fixed it

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[TomMills]

it will be back as per user licensed feature in 5.0

"There's a dog in the New Zealand section

 

[erik1980]

Ok, it was a bug.... LOL.
This is the first bug I like.

Tx

 

[tlpeter]

Saw the same bug in 5.0 to be honest

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
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Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[amriddle01]

Yes it does work in R5 doesn't it....yay they broke it again

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[TomMills]

told ya. it works during the beta. as soon is that is up you will have to license it.

"There's a dog in the New Zealand section

 

[IPGuru]

Why are agents in the call center not answering calls?

 

[amriddle01]

I always suggest logging out or setting DND if you're not going to answer calls instead of hitting the drop button every time(when it works).

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[erik1980]

@ IPGuru, that's the same question i asked the customer, but I just wanted to know if it was possible.
We are now increasing the wrap up timer.

Tx

 

[tlpeter]

Or give the user the option to increase the wrap up timer
This is on the reports in CCC so that should not be an option
Then that customer also knows who is playing around with it

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[Bas1234]

You could try this.

Create a "Drop" button.

If the user has no currently connected call, pressing Drop will redirect a ringing call using the user's Forward on No Answer setting if set or otherwise to voicemail if available.

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It works! Now if only I could remember what I did...
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