Hunt Groups and Fwd No Answer, Fwd Busy 1

[gm85]

Hi Everyone
I'm developing a CCR tree for our business to take some of the work off our receptionist.

My plan was to set up a "press 1 for support" option that transfers to either one of our support people.

To do this, I created a rotary hunt group and added the 2 support extensions to it. The rotary hunt group works well directing calls, however it seems to have a problem with not recognizing the Call Forward No Answer and Call Forward Busy options assigned to an extension.

When both people are on the phone, the rotary hunt group still picks one of the support extensions (as it is supposed to do), however it does not forward to that employee's voicemail when the phone is busy (or they do not answer); although those 2 options are configured to forward to voicemail. (To test this, I made the CFNA to be 2 rings, with the hunt delay 4 rings. Also, directly calling a extenison DOES forward to VoiceMail).


The only way I've been able to get something feasible to work, was to set up a "support" mailbox that the hunt group is a member of and then use VoiceMail DN as the overflow. This works, but means that we either will only have a general mailbox for the support people, OR the support people have to check both their own voicemail, as well as the "support" mailbox.


The other option was create a "press 1 to contact Sarah, Press 2 to contact Dave" but I was trying to make the CCR tree as simple as possible for people who have never called before (and don't know who they're calling).

Any Ideas?
Thanks a Lot

 

[Deweyhumbolt]

Hunt Groups override the DN settings. That's why calling it direct will follow the settings, while calling in on the HG DN won't. You can use Overflow in the HG to do allot of things. Describe your ideal scenario.


Adversity is Opportunity

 

[gm85]

Hi Deweyhumbolt,

Thanks for the response, guess that's why it doesn't work.

The ideal situation would have been to have calls transferred to either of the support people. If they are both busy, then the call gets transferred either of the support people's mailboxes (as they have their own).

The second option (easy to configure, but maybe harder to use by the employees) is to have calls overflow into a support mailbox - which works; except it means that the support people would have to check their own mailbox, as well as regularly check the support mailbox (which they wouldn't have a MWI for).

I saw CallPilot supports a Group List (to send a message to multiple mailboxes), however it seems that it can't be assigned to an extension / DN, so I don't know how I could forward it from the overflow.

Somthing I COULD do related to the second option; would be obtain a unified messaging licence, and use Message Forwarding (after upgrading our system to 3.0 software) to send the voice message to each of the support workers's email.

 

[Deweyhumbolt]

You can use Message Notification out of a Support Mbox to notify one of the two support peoples Mbox.

Adversity is Opportunity

 

[SupportDude]

You can also overflow the call to one of the support peoples mailbox.
Simply add the HG DN as an alternate extension in one o the support reps mailboxes and overflow the HG to the VM DN.
This will drop the call in the support reps mailbox.

-SD-

http://www.mysupportguy.net

 

[cook1082]

Why not just put the lines on the support peoples phones then the FWD no answer will work and go to a MB.

 

[gberger]

I guess because all the lines are being answered by the AA and the support department is one of the options. They probably dont have direct lines for support only.

 

[gm85]

Thanks for the tips guys, I now have some ideas about how to go ahead with this (and I'll test them out).

We're a small company so we don't have a direct support line. Worst case scenario, I could create a "support menu" off the main menu and say "Press 1 for Sarah, Press 2 for Dave