Hunt Group?

[J1mbo78]

Hi,

Can anybody recommend a solution here...

A manager in my office has problems with some members of his team not answering as many calls as they should. His proposal is to have one telephone number for the group that cycles between his operators on a per call basis i.e.

1st call > Operator 1
2nd call > Operator 2
3rd call > Operator 3
... etc.
6th call > Operator 6

and then back to the beginning.

He also wants the calls to hunt on no answer.

I'm familiar with hunt groups but to me, hunt groups apply to where a call is passed to on no answer or busy. I'm not sure how to have a call cycle between TNs.

Any help would be greatly appreciated.

James

 

[unkalary]

You did not say what type of phones are used but have you tried an ACD group. Operators (phone users) have to log in and out to answer calls. It will distribute calls equally. You can force calls to anyone logged-in in an equal way. You can also pull reports to see who is not operating correctly (not doing there share)

 

[J1mbo78]

Thanks.

The users have 3903 sets.

Do you happen to know of any useful documentation regarding the setting up of ACD queues?

James

 

[cmawbey]

you can also use Departmental Hunt Groups

LD 18, LD 20 ,LD 57......

Colin

 

[PERRYPJ]

COLIN
We in the U.S. do not have HUNT in LD 57 yet,with REL 26 we will. So if J1mbo78 is in the U.S. no can do

OLD ROLMEN WORKING ON NORTELS

 

[cmawbey]

ok.. do you guys use LHK then..

Colin

 

[PERRYPJ]

Yup, we got them.

OLD ROLMEN WORKING ON NORTELS

 

[moose4me]

Jlmbo,

If your system supports ACD, create the group in LD 23 and change the phones in LD 11 to recognized the group and to assign skill levels. Skill levels are used to allow experienced agents to answer most of the calls giving the new users a chance to "learn the ropes" so to speak. Also, you can assign altenate answering (i.e. announcements or music on hold, other queues) when all agents are busy at the same time, or when they are all logged out. As Unkalary mentioned earlier, you can produce statistical reports to keep track of your work loads.