How to stay in a line group of a hunt list

[quimix]

If a call arrives in a line group of a hunt list, and all the extensions are busy, I want the call to stay there, until one of the extensions hangs up and gets ready to take the call.

Regardless of the hunt options on busy, and if there is only one line group or more, the hunt list exhausts, and the call gets lost.

I tried to forward the call with the forward hunt busy set to another or the same hunt pilot. This works for no answer. It even works for hunt busy, but only if the line groups' distribution option is other than longest idle time.

What I want is a call to stay in the ringing state if all attendants are busy, until one of them is free and takes it. The distribution algorithm should be longest idle time.

Has anyone an idea how this could be done? Thanks a lot!

 

[whykap]

You are trying to achieve a call center function without the call center software. I would suggest that if this is a business requirement you look into IPCC express.

You can send the caller to a voice mail box if all DN's on the HL/HG are busy with the option to 0 out back to the HL or leave a message.
However if they 0 out and all HL are still busy they will go right back to vm. Not good customer svc for sure.

You can also send them to an operator as a last resort.

 

[quimix]

Thank you whykap.

I should have mentioned that we want to build a small attendant console with jtapi. So the IPCC is not a choice for us.
I tried some things and found a way to achieve it:
- Add a second line group with the same members to the hunt list, and apply any other than longest idle time as distribution algorithm.
- Set the forward hunt busy of the hunt pilot to itself

This will keep the call passed around, until an extension is free and can take the call.

I also read about CTI route points - maybe I should take a closer look at these.

 

[whykap]

what version of call manager?
With attd console you can queue the calls if all attds are busy. Once again it is limited to what it can do but it is there.
I should have mentioned that before.
In this case it is not going to be longest idle once they queue up but first available.