Huntgroup calls ringing on 2nd call appearance

[papapoon]

Hello all,

I have a few questions as I am new to IP Office and it was setup by a 3rd party for us. We are using IP Office 500 v 7.0.12

Here is our issue:
1. We have a button programmed for the agents to go on busy (do not disturb) when a call comes in and they are not ready to take it.
When all but 1 agents are busy, and the agent presses DND to make the call stay in the queue, it constantly rings on his/her phone. Any way to stop this?

2. Trying to get after call work or wrap up time to work properly
After they finish their call, we do not want any agent to receive a huntgroup call for 30 secs.
how can I get this to work, I have it part of their user rights for wrap-up time for 30 sec...but it doesnt seem to work.

Here is the big issue.
3. When an agent is on a call and they place the user on hold, their 2nd call appearance rings if there is a call in a huntgroup.

to note: agents are part of multiple huntgroups but when on a call, they should not receive any other calls from huntgroups.
Pressing busy (do not disturb on) when their phone rings should send that call into the queue and not continue to ring on the user's phone.

Any help would be greatly appreciated

 

[Greybeard191]

1... not sure about this but it might be related to point 3.

2. If you have the users set as CCR agents, you should be using the After Call Work settings under user/supervisor settings. Assuming you're not using CCR agents, I don't know why this isn't working... I've used it, albeit never with user rights. Try it without user rights?

3. Change the HG ring mode from Collective call waiting to Collective (on hunt group tab). If you do this, there should be no need to use DND to stop receiving calls while already on one.

GB

 

[amriddle01]

Also tick busy on held, all these are just programming changes that take seconds to fix and should have been done during testing after installation really

http://www.ipoffice.tel

 

[IPGuru]

1) a correctly run call center you should never reach a situation when ther are no agent available so this is really an internal procedure issue & not a phone system problem.

2) The busyt wrapup setting for the user should work, it is not something I have ever had problems with.

3) it sounds like you have your apperance keys prroly configured, probably the default setting of 3, change to 2 & set Busy last call apperance (Busy on hold does not work for multi line phones only pots).

Never use collective ringing for agent groups, in a correctly manage call center it gives no benefit & will make a mess of any reports from CCR.


This is all basic and does make your installer look good.




Computers are like Air conditioners:-
Both stop working when you open Windows

 

[papapoon]

Hi guys,

Thanks for all the replies.

We do use CCR agents and we are set to longest waiting, this call center is a tech support center for an internet company so that is why we have it on longest waiting. I tend to agree with you IPguru about the busy button but I wanted to know if there was any way to not make the phone ring when the user pushes DND.

We have CCR agents setup with user rights and 3 call appearances so what you're saying is reduce that to 2 and make the 3rd to busy?
Will this stop the 2nd CA from ringing when the user is put on hold and all the agents are on the phone?

Thanks again.

 

[tlpeter]

Yes remove the 3rd call appearance and check the option "reserver last CA"
This will stop the ringing.
But your business partner should know this.


BAZINGA!

I'm not insane, my mother had me tested!

www.lantel.nl

 

[papapoon]

Thanks tlpeter.

That worked just fine.

Again thanks everyone for all your help.

 

[papapoon]

Re-opening this thread.

We have agents where they need 2 incoming CA. These agents should not be receiving huntgroup calls while they are on the phone but calls directly to their extension should work or internal calls only

Currently because the 2nd CA is reserved, once they are on the phone, they cannot be contacted even internally.

Is there any way around this?

 

[AACon]

No. They are limited by their call appearances. Since the 2nd CA is reserved for outgoing...they are stuck.

-Austin
ACE: Implement IP Office

 

[amriddle01]

If your base extns are the same as the users extn (i.e no hotdesking), then you can try the shortcode "Dial Physical Extension by Number", For example:

Shorcode - ##XXX
Feature - DialPhysicalExtensionbyNumber
Tel number - N

Dialling ##201 should ring 201 no matter what

 

[papapoon]

We hotdesk unfortunately.

 

[tlpeter]

You could try building a group for each agent.
Then 2CA's, last one reserved (already the case)
When they need to call you internal then they should call the group (for that user only)
Make a group button.
When they are already on a call then the group button will flash.
Pressing it will use the second CA where no calls on appear.


BAZINGA!

I'm not insane, my mother had me tested!