Hunt Group (MIA) Voicemail 3

[jfilary]

Is there a way to make a call to a hunt group go to voicemail if an agent is logged into the group but doesn't answer the call. The scenario would be that agent 'x' is logged into the group, but for some reason doesn't answer the call (stepped away, and forgot to log out). Can this call be routed to the agents voicemail box, or to the group mailbox after a specified number of rings? If that is not possible then is there a way to make the call ring to another agent logged into the group after a specified number of rings? Thanks in advance for any ideas.

 

[tdaugirdas]

You can overflow the calling group above to your voicemail group (usually 770). Set number-based overflow to 99, and set time-based to the number of seconds calls should ring at the group before going to voicemail (4-5 seconds per ring). You should also setup a voicemail box for the group - and designate someone in the group as the message receiver for the group mailbox (so a light gets turned on when a message is left).

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[jfilary]

Your idea works perfectly for calls that remain in queue. However if the call gets distributed to an agent who is logged in but has stepped away forgetting to logout, then the call just continues to ring at that agents desk. I am basically looking for a way to make the system account for a user who forgets to logout by either sending that call to another agent, to the agents mailbox, or to the group mailbox after ringing to agent for a specified number of rings. The group overflow settings seem to only matter for calls that remain in queue... Am I missing something?

 

[tdaugirdas]

What are the queue settings at? What type of Hunt is the group set for? What Group Type are you using?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[dagwoodsystems]

Accomodations for this scenario are already built-in to the system. After a number of rings, the agent will automatically be logged out.

It's a crazy number of rings--something like six or so--which may not be palatable to you or a waiting customer. And in that case, I would say that the agent is just going to have to remember to logout.

Some things can be fixed with technology, others must be fixed with management.

 

[merlinman]

Dagwood sums it up pretty accurately.

It is "BUILT IN", and it does take an INSANE number of rings to log out Ole Dilbert, who doesn't have sense enough to do that himself.

However, Pushing the LOGIN/LOGOUT button is not that difficult.

I have little sympathy for folks who think that's too much trouble.

I worked in a CALL CENTER for over 8 years, and when it was explained to me in this manner:

"You either log in and log out as nneeded, or you don't get a pay check."

I had no problem pushing that blasted button.