Hunt Group problem

[camdennetcom]

A customer is answring calls and then has to transfer them to a group of 3 people in a hunt group. The problme is that if they are all busy and a second or third cal comes in these calls are ringing to the other sets so if only one agent is available they do not see the second call come in because she is already on a call and the second call is ringing on another set that is in an office that she can not hear. Any soloution to this.

I have lets say HG611 ringing to DN 201,202,203 RING ONLY. That works ok until a second call comes in. IF lets say 201 is on a call they do not know another call is ringing in on the other sets.

Thank you

 

[allworxguy]

You have to HG type as broadcast, change your hunt group type to circular.

Marv ccna

http://www.telemarv.ca

 

[cook1082]

If you want the call to que if nobody is at the other phones putting the unattended phones in Do Not Disturb will show the phone as busy in the hunt group and the call will que.

 

[camdennetcom]

What happens with a QUEUE call. I have it set for BROADCAST fight now.

 

[allworxguy]

Logically you'd think a broadcast HG would ring all sets until all sets are busy, but it doesn't. It only rings one call at a time. It's not the set that is ringing it's the huntgroup. Unfortunately Nortel never saw fit to add extra appearances like they did with target lines.

Use a circular hunt and as cook says, if you walk away from your phone hit DND. If no set is available, queued calls will hear ringing and then overflow.

You can always use Call Pilot ACD if you want a formal setup.

Marv ccna

http://www.telemarv.ca

 

[curlycord]

I think you are trying to say "if 2 out of 3 agents are away how can I get the last agent to answer more than one call?"


A possible work around is to setup 3 hunt groups, put all 3 agents in each group.
Assign each member a key for each group.
All Broadcast mode
Set Hunt delay to 2 or 3 rings
Overflow HG1 to HG2, HG2 to HG3, HG3 back to 1 (or other if want).
If you overflow back to reception then this should tell her something?:
and/or
If reception has BLF keys for the 3 members and knows 2 are away then she should be Camping the call to the last persons DN.

Or if the HG buttons show when a member is on a cll then make reception a member but appear only so they can monitor.

Or go back to old fashion way, pick an unused DN, set an Answer key on all 3 sets for that DN, give them 2 or 3 intercom keys.
You need to watch out for Call Forward Timers on the sets for this setup as well Forward Busy to NONE.

Or put in a night ringer in the ceiling

Or park the calls for "dept A"

Or dump them into vmail.

Outta ammo





=----(((((((((()----=
curlycord

http://www.curlycord.com

 

[norstarboy125]

Take a breath curly, your giving him more options then a lexus.

Jeremy J. Carter
Charm City Communications

http://www.charmcitycommunications.com

Norstar. BCM. CS1000 Programmer

 

[camdennetcom]

I was able to get this done very easily using ANSWER DN on each set.

 

[allworxguy]

Of course Answer DN will work as well, but you wanted a HG solution.

Marv ccna

http://www.telemarv.ca

 

[camdennetcom]

Like you said Nortel did not add multiple appearances so this is pretty much the only way to get it to do this.