Forwarding Hunt Calls To Mobiles

[skaval24]

Hi

I am trying to implement an outbound IVR for after hours for one of my clients. I have created a hun group with two extns and forwarded unconditionally on those users to mobile numbers. Whats happening is that when a call comes through it only rings at the first extn in the hunt group, that is the call gets forwarded to the mobile that is configured for the first extn. If you put in a second call to the hunt group, the call never gets forwarded to the mobile programmed for the second extn.

We are using IPO 8.1(69) and have configured 2x E1 lines that are working perfectly. Dont know if there are restrictions to forwarding calls to external DNs on IP Office.

Basically we want the calls going into the hunt group after hours to be forwarded to each one of the mobiles.

Thanks

 

[Okkie26]

Use mobile twinning instead of forwarding.

 

[montyzummer]

is this for some sort of on call scenario ??

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[smokinjoe2938]

set hunt group to sequential

 

[skaval24]

Thanks for taking the time to look at this and respond. Apologies for not providing feedback. I am in another country where internet access is a bit of a challenge at the moment.
I tried setting hunt group to sequential to no avail.
To answer Monty, yes it is some kind of an on call scenario. They just want two agents to work after hours.

I also tried putting the agents in different groups and setting one group as the overflow group. Will see how this goes.

I will def suggest mobile twinning. Will we just need a power user license or is there a specific mobile twinning license? I have not really looked at Mobile worker features etc.

Thanks
SKVL

 

[smokinjoe2938]

Then your 2nd suggestion should work, two groups with 1 member in each group, overflow to 2nd group with 2nd group being sequential

 

[skaval24]

Hi

The overflow setup works. The only problem being that the agent in the first group will always get the call first. Second agent only gets a call when first group is busy.

Is there a way to script incoming calls from the IVR side such that for any incoming call on E1, the script selects which group hunt number to forward the call to?

 

[smokinjoe2938]

Then it's working as designed, if the 1st user is on a call it will overflow to the 2nd hunt group which will route to the cell number of the 2nd hunt group member, I believe your answer would be no for the ivr question.

 

[Westi]

you could try and make 2 phantom users in the initial group and make the group most idle, then forward these to each group with the forwarded user in it (group needs to be sequential) and get the forwarding from that point on.
Sounds awfully complicated but might work.

Joe W.

FHandw, ACSS (SME), ACIS (SME)


“This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[Gunnaro]

For the IVR, you want to split the flow per E1? (I don't see you mention other type of lines here)

If the E1's are not the same Line group, use the ICR's to point at two different modules.
Have a Generic set a $CP0 to the call. (Lets say 0 for the first module and 1 on the other).
After that, goto the IVR module, have Test Variable action check the $CP0 for match on 0.

You then have two exits, Match/No Match.

(If you mean per DDI or another type of line, do the same as above in the ICR)

Kind regards

Gunnar
__________________________________________________________________
Hippos have bad eyesight, but considering their weight, it’s hardly their problem

 

[skaval24]

Thanks all.

@Gunnaro
Your suggestion sounds very interesting, though not sure will work for this scenario. Its a small call center so only using one of the E1s. There is also only one DDI to the E1. There is a DDI range for the agents and other users but only routing one DDI to the cc hunt group.

Am interested in trying to understand what you mean by "Have a Generic set a $CP0 to the call." Is this some kind of a variable for the test condition?

Thanks.

 

[Gunnaro]

the script selects which group hunt number to forward the call to?

If there is only one Trunk and DDI going to the IVR, the only way to separate the calls would be the incoming number(CLI).

Am I getting this correct? If so, should the routing be based on what region/area code the call comes from or is it completely random?

I'll post some examples once I'm done installing an IPO, 30 min max

Kind regards

Gunnar
__________________________________________________________________
Hippos have bad eyesight, but considering their weight, it’s hardly their problem

 

[Gunnaro]

Here's one example.

Based on what line the call came in on, it will assign $CP0 a value 0 or 1 before entering the IVR.
In the IVR caller get two choices, and if the chosen transfer goes to a hunt group that is not active, the call will either be transferred to a back up HG or VM.
That's where the test of Line will take place.

Kind regards

Gunnar
__________________________________________________________________
Hippos have bad eyesight, but considering their weight, it’s hardly their problem

 

[skaval24]

Wow thanks for the comprehensive info Gunnaro. I did not see the notification email that the post was updated.I am back home but will travel back to finish other aspects of the project hopefully in december. I will be sure to update when I test this out.
Many thanks

 

[Gunnaro]

No problem

Remember that it's just an example.
You hold all the information needed to make a proper configuration.

All roads lead to Rome...

Kind regards

Gunnar
__________________________________________________________________
Hippos have bad eyesight, but considering their weight, it’s hardly their problem

 

[IPGuru]

if this is simply to get the calls alternating between ooh staf members what is wrong with a simple Rotory group? or have I missed something

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