Group Pickup Question 1

[JPostula]

I'm having a small problem with our primary customer service line and group pickup. We currently have the Customer Service number programmed as MCR on Key0 on three phones. We have approximately 10 phones in a call pickup group that can pickup calls coming in on the primary number. We use Hotline D instead of using Group Pickup to grab the calls to prevent inadvertently picking up another call.

The problem I am having is that every now and then when the customer service folk go to answer a call, they get nothing and the calls are dropped. I think this is happing when we have more than one call coming in at the same time.

Has anyone seen a problem like this before, or can you think of a better way to handle the incoming calls?

 

[GHTROUT]

Of interest: Only one call can be ringing an MCR DN at a time, since during ringing, all appearances of the MCR are busy.


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[JPostula]

I just tested the phones by placing two simultaneous calls. Both calls rang and neither was forwarded to our voicemail until they rang four times as programmed. So it appears I am able to place two simultaneous calls to this number without busying out the DN.

I'm pretty new to this, but I don't think I'm using ACD for this line. Is there a way to verify this?

 

[GHTROUT]

There is probably a "HUNT" talking place. You're not using ACD since you said these were MCR lines. Plus you can't do Call Pickup on an ACD call


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[JPostula]

The hunt on the MARP line takes it to my Callpilot system. Here is the TNB for the primary line:

REQ: prt

TYPE: tnb

TN 8 0 11 1

DATE

PAGE

DES

DES CSC
TN 008 0 11 01
TYPE 2216
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN 99500
TGAR 1
LDN NO
NCOS 7
SGRP 0
RNPG 81
SCI 0
SSU
LNRS 16
XLST
CAC_MFC 0
CLS UNR FBD WTA LPR PUA MTD FNA HTA ADD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG3
POA DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDA CDMD LLCN PRMD PHTD PCWD MCTD CLBD AUTU
GPUD DPUA DNDD CFXA ARHD FITD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR
CPND_LANG ENG
RCO 2
HUNT 99500
LHK 1
PLEV 02
CSDN
AST
IAPG 0
AACS NO
ITNA NO
DGRP
MLWU_LANG 0
DNDR 0
KEY 00 MCR 99333 0 MARP
CPND
NAME CUSTOMER SERVIC CENTER
XPLN 22
DISPLAY_FMT FIRST,LAST
01 SCR 59333 0 MARP
CPND
NAME HELP DESK
XPLN 9
DISPLAY_FMT FIRST,LAST
02 TRN
03 SCR 69763 0 MARP
CPND
NAME CUSTOMER SERVICE CENTER
XPLN 23
DISPLAY_FMT FIRST,LAST
04 SCN 59336 0
CPND
NAME CUSTOMER SERVICE CENTER
XPLN 23
DISPLAY_FMT FIRST,LAST
05 SCN 59337 0
CPND
NAME CUSTOMER SERVICE CENTER
XPLN 23
DISPLAY_FMT FIRST,LAST
06 SCN 59605 0 MARP
CPND
NAME CUSTOMER SERVICE CENTER
XPLN 23
DISPLAY_FMT FIRST,LAST
07
08 MIK
09 SCR 69763 0
CPND
NAME CUSTOMER SERVICE CENTER
XPLN 23
DISPLAY_FMT FIRST,LAST
10 AO6
11 SCC 0329
12 CFW 16 99500
13 RNP
14 MWK 99500
15
DATE 15 SEP 2008

 

[guycable2]

LHK 1 (Last Hunt Key) sends the calls from 99333 to 59333 when busy before they go to voicemail.