Hunt Group Call Rerouting

[dmendes]

Hello,

We have a traditional ACD group that has a path unavailable destination of (ex. 1100) We want 1100 to route directly to voicemail at all times except when there is manual intervention to reroute after-hours ACD calls to an external cell phone.

I was thinking I can get this done by creating a hunt group with extension 1100 and no members, have it set to directly route to voicemail, and have a 1st alternative route of 1101 (speedcall to external cell phone). The idea was to have staff press a pre-programmed remote-do not disturb key that would place the hunt group (1100) in DND.

The call rerouting on the hunt group is set to go directly to voicemail during day, night1, and night2. (This works). When I place the hunt group in Do Not Disturb it does not follow the 1st alternative that had been set.

Am I missing something in the programmnig? Possibly a Class of Service Option somewhere?

Any help/suggestion is appreciated.

 

[LoopyLou]

Well could you not set DND rerouting on the ACD path to the cell. Let path unavailable reroute to 1100 most of the time and then at set times do a remote DND on the ACD path prime to send it to the DND reroute point which would be a speed call to the cell phone. Would need the ability to tie two trunks together which is COS related.

The beatings will continue until morale improves.

 

[dmendes]

Thanks for the suggestion LoopyLou. "Path unavailable answer point" seems to be the only option in the Path settings that would allow for rerouting, unless I'm not seeing the DND option. Since the users will be toggling back and forth between rerouting to the general mailbox and the cell phone I'm looking for a way to get two possible destinations from one "path unavailable" state.

 

[DoubleUT]

Place the HG in CFA this can be controlled through a third party CFA FAC set under a key.

 

[LoopyLou]

Path unavailable is programmed in the path itself. To use remote DND you need to setup call re-routing on the path extension number. When you then do a remote DND against the path pilot number it follows the programming in the call rerouting assignment. I would then say you can leave path unavailable as one option and then use remote DND as another.

The beatings will continue until morale improves.

 

[dmendes]

Hi guys,

LoopyLou thanks again for the suggestion. I have tried what you suggested and it seems the path does not want to follow the Call Rerouting 1st alternative. This is my problem, neither the path or the hunt groups were following the proper routing when placed in DND.

DoubleUT, thanks for your suggestion. I was able to get it working by having the path unavailable extension 1100 call forwarded to another extension that routes to the cell phone (1101) using Call Forward - Third Party. The system was not allowing me to call forward 1100 to a speed call.


Thanks again