Group Hunt

[derbydave]

Hi.

Not had much experience of global hunt lists so here's a quick query.

We have a GHT set up with a PLDN of 6638.
This hunts "round robin" to 4 extensions, 6711, 6712, 6713, 6714.
They want it to go to mail if no answer at any of the 4 extensions.
The problem I can see is that if I just insert the mail DN as entry 5, as the hunt is round robin it will go to mail at that point, not after all 4 extensions have been tried.

Any ideas?

Cheers

Dave

 

[wdhb]

In LD57, you need to change the hunting to LIN from RRB & in LD18, you need to add the mail DN as the last member of the GHT list

 

[derbydave]

Thanks wdhb for your prompt reply.

However, if I change it to linear, the person on the first extension will get the majority of calls, hence the reason for round robin.

Any other way to share the calls + go to mail on no answer from anyone?

 

[wdhb]

Not with a hunt group. ACD would do what your after.

 

[nortelhawk]

hi,

see in place of hunt make an ACD queue and let these 4-5 phones be the ACD agents. The ACD queue number will behave as a hunt number and the agents will receive calls.

Now activate voice mail against the ACD queue number . So now if none of the agents are logged in the call will go to the voice mail of ACD queue number and they can check the VM messages as soon as they come back from any of the phones.

 

[derbydave]

Thanks guys.

I've not set up ACD Q's before, are they straightforward?

 

[nortelhawk]

ya .very much straight and easy if u r not using them in call centre environ ......refer to ld 23.... create ACD q in ld 23 and update the agent positins in ld10/11 ....and create the VM as usual against ACD q ....

 

[seames]

When using an ACD how do you setup the call order? Isn't it going to default to Linear instead of round-robin?

I tried setting this up earlier this week and have it screwed somewhere. What I'd really like to do is get all of the available ACD agents phones to ring at once (they would prefer this).

 

[Avaya911PLM]

Was just playing with GHT in the lab, and wanted to set up a scenario similar to yours.

Play around with adding a MARP DN that appears on all phones as the 1st entry in the GHT, also don't forget you can 'nest' the GHT' to get the desired affect.

Actually had quite a bit of fun with this and the different scenarios.

--
Fletch
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