Is a hunt group what I want? 6

[LeeMcCauslin]

Helpdesk line is 5030 - that is the ACD (maxp 1) that sends calls to the application so people can listen to announcements or press 2 to get the helpdesk guy at extension 5404.

(I THINK) I want to make a hunt group so that if user calls help desk, busy OR no answer moves call to second extension, 5028. If 5028 doesn't answer or is busy call should go to Helpdesk voicemail (5404).

I started with the instructions here:

LD 18
REQ NEW
TYPE GHT
CUST 0
LSNO (Next List Number)
DNSZ (Directory Number Size)
SIZE (Size of list, How many entries)
STOR 00 XXXX (XXXX = Directory Number)
WRT (C/R)
STOR 01 XXXX (XXXX = Directory Number)


Continue with store entries until list completed.

Attaching a Pilot DN (PLDN) to the list number LD 57

REQ CHG
TYPE FFC
CUST 0
CODE PLDN
PLDN (Pilot Directory Number, which must be a unique number on the Meridian)
USE GPHT (Group Hunting)
LSNO List number created in LD 18)
HTYP (RRB=Round Robin, LIN = Linear)
CFWI (NO = Skip Extn if CFW Activated
YES = Terminate on Extn if CFW Activated)
MQUE (ALL = No limit on queued Calls
0 = No calls to be queued
1 = Maximum of 1 call queued)

and made the list in ld 18 just fine but when I went to LD 57 I got an error at type: FFC

REQ  chg
TYPE ffc
CUST 0

SCH8896

which resolves to "FFC data does not exist."

these are M3903 phones on a Meridian 61C with CallPilot.

Am I on the right track or am I making things more difficult than they need to be (again)?

 

[TAnselm]

The way you explained it...
You just need a simple hunt chain.
Don't bother with hunt group for 2 numbers.

Hunt to second number
hunt to voicemail from second number
Done.

 

[LeeMcCauslin]

Simple is good. Thanks!

If 1 and 2 neither answer or are both busy, it will go to 1's voicemail?

 

[janaya]

If SFA is turned on in the CLS it will go to the originating DNIS' voicemail box.

John

 

[nortelfonguy]

Why not use MCR key and have one number for Helpdesk. Just assign to both phones, you could even have 2 appearances on each phone if you want. Very easy to do.

 

[TAnselm]

That could become confusing as to who should answer the phone. Also you would only get 4 rings as a chance to answer.

 

[johnpoole]

mcr is good as either can answer and neither can step on the others call but you would still need a lhk to avoid a busy treatment during the ring duration...

simple

leave hunt and fna to mail as built.. set 1

mcr 1000 marp
mcr 1001

set 2

mcr 1001 marp
mcr 1000

cls hta

lhk 1 on both sets.. even with both parties on the phone they still get the off hook beep prior to the call fna to mail.. so if they can cut the call short they have to option to answer... i would still have one mail box, dn 1000 secondary dn 1001... best help is acd, but not usually worth the trouble for 2 stations..


that keeps it simple for the helpdesk and gives the best coverage... we use that type of setup for areas like the hele dispatch and other er must answer loc's




john poole
bellsouth business
columbia,sc

 

[LeeMcCauslin]

The thing is, we don't want guy 2 to answer or even be presented calls unless absolutely necessary - he's not helpdesk - just "backup" helpdesk. Guy 1 should get most, if not all, of the calls. Guy 2's phone rings with his own problems plenty enough so that we don't want it ringing with helpdesk's problems all the time too - only on the rare occasion when helpdesk can't get to the call...If guy 2 had ringing for people calling him PLUS people calling helpdesk his phone would never not be ringing. And I'm the cubicle next to him and I'd have to shoot somebody by the end of the day. Also, the nature of his work would make it difficult at best to always be monitoring the display for MCN so not ringing it would be of no use...

 

[RyanEOD]

I would really just use a Hunt feature . . would be the easiest and quickest . . .

 

[acewarlock]

Setup another ACD that get the option 2 and put the helpdesk guy in this as an agent, set overflow to another ACD queue that is NCFW to the 2nd guy and he will only get a call if there is a 2nd call to the helpdesk.


Using ACD the way it was intended to be used.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[acewarlock]

And have the helpdesk phone NCFW to his Vmail, so when he logs out for the day, all calls would go to his Vmail.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[johnpoole]

I would really just use a Hunt feature . . would be the easiest and quickest . . .

with station b just an overflow, keep it simple... part of the problem with a lot of my solutions is that they are very quick and simple, but i've been a switchman for almost 40 years... i would have built an acd group with symposium skillset routing, almost as quick as doing two replies..

john poole
bellsouth business
columbia,sc

 

[RyanEOD]

Yeah I am a MSL-100 guy so I like to keep things simple on the M1's . . . Now if this was a 100 I would have set up DRAM with treatments and all sorts of things!

 

[LeeMcCauslin]

Just following up and thanking everyone that offered help and or opinions. Setting phone 1 to FDN and HUNT to phone 2 with class SFA on both phones did exactly what I wanted.

Calls follow the path I want: caller>HelpDesk1>HD2>HD1Voicemail

and at night, HD1 forwards his phones to me using his softkey cfwd and if I don't get the call, it then rolls to HD2 and then back to HD1 voicemail.

That class SFA was the winner.