Hunt Group RONA Problem

[mark5830]

When a agent is logged in and does not answer calls go to the next agent after 3 rings but if this agent is the only one available the calls keep ring at their station, Can I have these calls ring 6 times and then redirect, but keep the Redirect on no answer set at 3 and the redirect Vdn blank so the system tries to ring at least 2 agents.



Marengo: change hunt-group 31 (page 1) 4/25/2007 1:36:46 PM
HUNT GROUP
Group Number: 31
Group Name: Sales
Group Extension: 6931
Group Type: ead-mia
TN: 1
COR: 36
Security Code:
ISDN/SIP Caller Display:
ACD? y
Queue? y
Vector? y
MM Early Answer? n
Local Agent Preference? n
Queue Limit: unlimited
Calls Warning Threshold: Port:
Time Warning Threshold: Port:
Marengo: change hunt-group 31 (page 2) 4/25/2007 1:36:46 PM
HUNT GROUP
Skill? y
AAS? n
Measured: both
Supervisor Extension:
Controlling Adjunct: none
VuStats Objective:
Timed ACW Interval (sec):
Expected Call Handling Time (sec): 180
Service Level Target (% in sec): 80 in 20
Redirect on No Answer (rings): 3
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n
Marengo: change hunt-group 31 (page 3) 4/25/2007 1:36:46 PM
HUNT GROUP
LWC Reception: none AUDIX Name:
Message Center: none

 

[dfalken]

Add a redirect vdn and vector. That's why it's there that way if they redirect and no one is available you can queue it, route it to voice mail or an attendant. Why don't you want to use this field in the hunt group form?

 

[Zen216]

I usually have two identical vectors, except for the queue step..
the first vector queues to skill xxx pri m
the second vector queues to skill xxx pri h
create a second VDN, name it same as first VDN, but add RONA
then on second vector you can add vm treatment...

and if it re-directs because an agent did noo answer, it will put that agent in AUX, so that agent will not get another call until they log in again.

 

[mark5830]

Thanks Zen216 and dfalken. I did add the redirect VDN and second vector, I did not know by using redirect VDN it would put the agent in AUX which works great.