Hunt Group Priority

[badazponydrvr]

I am running IP Office 4.0. I have an IP406DS. We are a small company with three people constantly on the phones. We have two hunt groups set up. One for sales and one for service. We have our hunt groups set up to ring sequentially. Operator one takes sales calls only. Operator 2 and 3 answer calls for both groups. The problem that I am having is this. During lunch time when there is only a single operator and calls from both hunt groups are in queue, no matter how I set the hunt groups up, the sales calls always present first, no matter how long the service calls have been in queue. So I could have service calls that have been in queue for 10 minutes, while the sales calls would be in queue for less than five, but the sales calls will always ring in before the longer waiting service calls are answered. Is there any way to set the system up, to prioritize the calls based on wait time versus hunt group. I have tried to find a setting to do this, but have been unable to locate anything that will facilitate this. Any suggestions or help would be greatly appreciated.

 

[IPOfficeIreland]

The ICR has priority settings. Put both at Low means they would be equal.

 

[badazponydrvr]

I appreciate your response to my question. While I sort of understand what you are saying, could you be a little more specific. Let me explain my knowledge of this system. While I have a broad understanding of this system, I have no formal education with it, and I have been forced to teach myself everything that I know about it. Although I am somewhat proficient with the areas that I know, this is not one of those areas. Could you provide me with a little more detail as to how to carry this out? Sorry for my ignorance with regards to these details. Thank you again for your assistance.

 

[badazponydrvr]

After looking at this a little further, I do see the ICR tab in the manager, however my hunt groups are not listed there. I only have the main number that we use, and all of the extensions that are in our office. The numbers that we use for those two hunt groups are not listed in the ICR tab. Could that be part of the problem?

 

[IPOfficeIreland]

no problem.

ICR is incoming call route. If your hunt groups are reached directly on seperate numbers the ICR can be prioritised, Low to High, so that Higher priorites skip past Low priorities, except calls already ringing at an extension.

Do you have the manager program for system admin?

 

[IPOfficeIreland]

How do the calls get to the Hunt Groups, do you use Auto Attendant?

 

[IPOfficeIreland]

Assuming you are not using AA, in your ICR you will see something along the line of:

TrunkGroup Number: 0
Destination: Sales

TrunkGroup Number: 1
Destination: Service

You would not see the number for dialling into these groups if the lines are analogue but you would notice a different Trunk Group number. This is how they are differenciated. Check the Priority settings for each ICR path.

 

[badazponydrvr]

Yes I have the manager application. Its kind of a long explanation. I don't know if its something that I should do or not, but if it would be easiest to just look at my configuration files, I have those readily available. This is my first time actually using this forum. Is that something that is allowed or recommended. I can write it all out how we are set up, but if you could just look at the configuration yourself, it would probably make things much easier??

 

[IPOfficeIreland]

no worries, emial me thetaker2009 at gmail dot com

 

[badazponydrvr]

Okay, they should be there now. I have included the credentials as well. Thank you again for your help.