hunt group question

[jopats]

system...g3si v11.
this hunt group is set up as ucd-mia.
ACD is no
queue is yes
vector is no.
My question is will a call hunt for the next extension/agent when it hits a ring no answer at its first stop...or does it only hunt if the first stop is active on another call, or in SAC mode? It appears that calls are going to cover if the first agent does not answer.
ACD is enabled in switch but not on this hunt group...should it be?

 

[mikeydidit]

In an ACD group, the switch looks at who is logged in and available to take calls. If you are a logged in agent, it will send you a call. If that agent is on a call then it will go to the next available agent. If you are a member of a hunt group that is not an ACD it sends call to the members, and that's it. So yes, I would (do) set this up as a ACD group.

"Wise men speak because they have something to say; Fools because they have to say something."
(Plato)

 

[jopats]

mikey, when you say with a non acd hunt group it sends calls to it's members sand thats it... Meaning?
With a non acd, ucd-mia hunt group, will it search for the next most idle agent if the first extension it hits is a ring no answer, or will it go to cover?
thanks

 

[mikeydidit]

According to the programming of the hunt, unless it’s an ACD the call goes to either the most idle (ucd) or circular or DDC (which I believe follows the list order). Once the call is gone, it’s gone. It will follow the coverage path of the member at that point.

To me, you have more control over routing calls using the ACD features. It looks at (who is logged in and say's "hey. I am ready to take calls".)Vs. the aux-work mode which say’s (I am at break or I have gone home don't send me any calls.)

This is not including the detailed reports you can run on ACD groups using BCMS.


"Wise men speak because they have something to say; Fools because they have to say something."
(Plato)

 

[jopats]

Thanks mikeyd....makes sense