Group hunt to voicemail - another option

[celledge]

I have a Callpilot app for my small help desk that forwards calls to voicemail before and after working hours. However, there are times when all agents are busy or they all have Group Hunt Deactivated on their set. Is there a way to overflow calls to voicemail in a group hunt (round robbin)? I don't want to use linear if I don't have to.

I saw another post that said create a linear group with my round robbin group as entry 1 and voicemail as entry 2. That didn't work. It would have been cool if it did..

Chris

 

[dirkfuzzbucket]

One way round this is to create a RRB as a linear.
say you have 4 extens 1,2,3,4 set up a list like this.


Linear

stor 0 1,2,3,4,VM
stor 1 2,3,4,1,VM
stor 2 3,4,1,2 VM
stor 3 4,1,2,3 VM

The cycle will always RRB and if not answered will overflow to vmail after trying each agent once. If you want a second try add the the list. Its a lot of datafill but works OK.

 

[celledge]

Are you saying to create 4 linear lists and put them in a round robin list?

 

[dirkfuzzbucket]

No, create linear lists as linear.

First entry will go to phone 1 2 3 4 then voice voicemail
second call in will go 2 3 4 1 then voicemail etc etc

As you can see as far as the customer is concerned it is round robin but you have created it with a linear, all the agents cycle through before voicemail.

 

[celledge]

I thought linear lists always start at entry 1. That is why I use round robbin. You get 1 phone per entry, or you can use another list. I can see where you could use 4 linear lists within a round robin list to make this work (unless I am completely confused).

Thanks for the suggestion! please feel free to reply agan...

 

[dirkfuzzbucket]

I'm probably not being too precise. you need to set up multiple linear hunt groups with dummy numbers (ie)

group 1 x11101 1,2,3,4 vm
group 2 x11102 2,3,4,1,VM
group 3 x11103 3,4,1,2,VM

etc

then set up a pilot dn with a RRB hunt group of

11101
11102
11103
etc

 

[celledge]

We were on the same page.. That is a great idea (and works, I just tested it). You may be able to help with another one..

All calls to my main pilot dn go through Callpilot. Before and after business hours it fowards callers to a voice maibox. During business hours calls go to my pilot. Unfortunately, we have been having some all trunks busy to Callpilot during the day. Do you know an easy way to bypass Callpilot? Here is the scenario:

888 calls come in with DNIS 5814. 5814 is a dummy acd that is NCFW to 6789 (callpilot). Calliplot routes the call to the pilot DN during business hours.

Is there a better way than using a dummy ACD?

 

[dirkfuzzbucket]

That is the correct way, all the calls do, is pass through. The only way I can see you would get busy tone is if all your callpilot trunks are busy. (check with the channel monitor).