Hunt group call waiting and queuing

[Morrack]

Maybe I'm just being daft here (inconceivable!) but does anyone know a way to BOTH present a call waiting beep to agents in a hunt group AND use the call queuing features? I have a client who doesn't look at the phone, and thus doesn't realise they have a call queued for them. At the same time though, if it's a few minutes before the agent does get to the next call I want to play in-queue messages instead of ringing and ringing and ringing and ringing....

My poor brain is tired :-(

Peter

 

[IPGuru]

If you find a way I would be very interested to know how
as far as I know it is not possible.

A phone with call waiting is seen as ringing.
A call that is rinnging is not queing.

Maby one day Avaya will decide to change this - or at least include an audible Que alarm in PhonManager (it is there in SoftConsole).

What did I do with that link for feature requests, or maby I should just drop in on my way past in the morning?

 

[IPOUK]

I certainly don't think it is possible - but would be good to see!

Along the same lines....I've been asked if people can queue in a hunt group and have the usual queue messages - but in between messages they want to have ringing and not music on hold. Is this possible guys? I don't think it is.

Cheers.

 

[Morrack]

Change your MOH to the sound of a telephone ringing

Drat drat drat!! I found a way to do it, IPGuru, that should work and a very similiar trick I've used before has worked on older firmware releases. The problem is the assisted transfer action doesn't appear to function within a queued callflow anymore.

The basic idea is in your queued callflow, before anything else do an assisted transfer to either an extension (works in my case since there's only one member in the HG) or a dummy HG with CW on and the same members as your real HG. Set the timeout for the assisted transfer to 5 seconds or thereabouts. Then from your busy and timeout actions on the assisted transfer carry on and play your in queue message, etc. This works in that it causes the beep in the agents ear as desired, BUT - the caller is then left in never-never land. Call status shows them as correctly in queue for the correct HG, but no flashing q-status button and making the agent available does not deliver the caller. The caller can wait till the cows come home, he shows queued in call status till he hangs up, then the call clears - so it really is still in the switch, the switch just didn't do with it what it thought it did with it - drop it back into queue.

Almost the exact same scenario worked great for me on a 1.4 406 for another cust.

Argh! When is the next 2.1 maintenance patch coming??

Peter

 

[nokitel]

i have like problem : i do assisted transfer to ACD_GROUP (on properties: 999 time no answer. and of all parts>busy/noanswer/none goes to these same assisted_transfer) , but in queue on ACD_GROUP these connection dont drop to agent , but if on start point queue i doii transfer to the same queue (acd_group) , all is ok and work

 

[IPGuru]

I think I understand your solution Peter but I suspect it may cause a problem where between quing actions the call would not actualy be ringing anywhere. (still in old que waiting for the next loop.

Maby a call to an auto attendandt that does the assisted transfer & plays comfort msgs when the call comes back before it is transfered again might work but this would cause the caller to lose que position each time :-(

 

[Morrack]

Right on both points - but the first point is what I want to happen, not ringing between still queued callflows but rather sitting on hold in the queue. Unfortunately it does not work as it should - the assisted transfer doesn't follow the no answer result. I may have neglected to mention that I have the no answer from the assisted transfer token connected to a menu action that plays prompts and invites the caller to press 1 to leave voicemail or keep waiting - they don't get to that menu, but rather go directly to never-never land (do not pass go, do not collect $200) from the assisted transfer token.

argh.

 

[kristiandg]

THis post caught my eye because my company was on a conference call last week with one of the designers of the "user interface" for the IPO. We gave her a list of features we'd like to see, and this was one of them. Most of our sites are older Inter-Tel's that would ring-burst the phone and the display would say "1 Call Waiting-Cust Svc". This would get their attention and not have to look at the phone. Our temporary solution was to enable queueing and Call Waiting, but we had all GROUP RING hg's. Avaya seemed very interested in our requests and the lady asked for my direct line to get more ideas from me. If you guys have any ideas for feature enahncements, e-mail them to me and I"ll request them as well. My next conf call w/ them is on Monday. I also thought that the redial list was cool, but double-clicking REDIAL should call the most recent number in the list. I've got a couple other ones I've already pitched.

Lemme know. "kguntzelman at rlcarriers.com"

Kris