Hunt Group

[ableseaman]

Hello

We are migrating from a CS1K to IP Office. We have a large number of hunt groups, both linear and RRB, with/without voicemail.

We want to replicate the following example CS1K hunt group setup on the IPO

Linear/Sequential hunt group
6 extensions within group, with option to opt in/out.
Voicemail being last answer point in the chain

When I setup this example sequential single hunt group within the IPO, it doesn’t step through each extension and then arrive at voicemail at the end. The default user timer is set to 20 seconds and voicemail is 45 seconds. Unanswered incoming calls will ring the first 3 phones (45 seconds) then routes to voicemail.
We need incoming calls to ring all phones in the group (or more likely all opted in phones) before voicemail, rather than a timer setting.

How is this achieved on IPO?

Cheers

 

[Nortel4Ever]

Your No Answer time (the time it takes before a call is passed along to the next member of the group) has to be less than the voicemail timer. Assume a No Answer time of 15 seconds, so that's a total of 90 seconds it will take for the call go get presented to each member. The voicemail timer has to be set to a higher number that 90 so that each member is stepped through, assuming they are all logged in, before the group voicemail answers.

 

[ableseaman]

Thanks for the response Nortel4Ever

I tested the setup you described yesterday before posting, albeit with different timers (no answer timer=20s and voicemail timer=45s)

With all 6 extensions within hunt group
Extension 1 - 20 seconds
Extension 2 - 20 seconds
Extension 3 - 5 seconds
voicemail

With only 2 extensions opted into the hunt group
Extension 1 - 20 seconds
Extension 2 - 20 seconds
Extension 1 (again) 5 seconds
voicemail

With the CS1K, voicemail answer was controlled by the number of extensions opted into the group with associated no answer timer.

With 6 extensions opted into the group, voicemail is 7th answer point
With 3 extensions opted into the group, voicemail is 4th answer point
With 0 extensions opted into the group (out-of-hours), voicemail is the 1st answer point
etc.

Can this set-up be replicated on the IPO, or is it easier to just set voicemail answer to 20/30 seconds? If a call isn't answered during that time, voicemail should probably manage calls anyway. However out-of-hours calls would also have to wait 20/30 seconds to be answered.

Cheers

 

[Nortel4Ever]

Another option is to create a dummy User that is Unconditionally forwarded to voicemail (be sure to check the Forward Hunt Group Calls box) and put that user at the bottom of the Hunt Group members list. Disable the Hunt Group's own mailbox as you will now be using the dummy user's VM.
For each group member who needs to be able to retrieve messages from the dummy user's mailbox you would add a Uxxx (where xxx is the dummy user number) in the Source Numbers tab of each group member.

If this works like I think then the calls will step through whomever is logged into the group always ending with the dummy user. The dummy user is permanently forwarded to its mailbox and once a message is left then the group members will see the message waiting light on their phones illuminate. When they press the message button they will see 2 mailboxes, their own, and the dummy user's just below it.

To change the greeting of the dummy user mailbox you will need to assign a password to it and create a short code to access it.

Let me know if that works...

 

[Qzwsa]

Set group 2000 as sequential with the group no answer timer set to 15 sec, voicemail timer set to 120 sec
Add a phantom user of x2999, forwarded to a short code (*609//voicemail collect//"#"2000) as the 7th user, make sure fwd huntgroup calls is enabled.

Calls should start at the top of the list, work their way through the list of the enabled agents and hit the phantom user at the end and bounce to the voicemail box.

Obviously change the numbers as needed.

- Qz

 

[Qzwsa]

Ninja'd by the bossman.

 

[Nortel4Ever]

As you see @ableseaman, there are many ways to achieve the functionality you are looking for...