Linked hunt groups with coverage path

[liamdoyle]

Hi all,

This question is using the Avaya Definity series. I guess the best way to approach this question is to lay out simply what i'm trying to achieve, as i'm sure anyone who is not a newbie will probably have a very quick and elegant way to achieve it.

I have 11 extensions i would like an incoming call to go through (from a phantom extension), in this pattern:

1st - Call through each of the first 5 people's numbers - set number of rings for each (probably 2) (it doesn't have to be any particular order); if no-one answers then:

2nd - Call through the next 5 people (again in no particular order); if no-one answers there then:

3rd - Go to the final extension, and ring there for the prescribed number of rings before finally:

4th - Going to a voicemail - preferably one for the phantom extension

I have tried a few combinations of hunt group/coverage path, but i am certain that i'm making this more difficult than it need be, so any help would be very very greatly appreciated.

Thanks in advance

Liam

 

[sjs1717]

i am a little out of touch on this but here goes........
first 5 stations in hunt group xx 2nd five in hunt group yy

cover path xxxx first point: h(hunt group)xx 2 rings? second point: h yy 2 rings third point to station x (which you will have covered directly in to vm)

i don't know if it will work....i've never tried it but iwish you luck and will check back maybe someone will shine the light your way




Steve
We're doing this stuff for the wealth and fame right?

 

[liamdoyle]

Hi Steve,

Thanks for the quick response.

We have just tried that, but it only rings once to a number in the hunt group, then moves on the coverage path again.

Any ideas on how to make it ring through all available numbers in the hunt group before moving on?

Thanks very much for your help so far

Liam
-------

 

[AWYNOne]

Here's an idea...You could use coverage answer groups. The only difference to what you're looking for is when a call comes in, the phone for each member of the cover answer group will ring simultaneously, not on a specific extension in a hunt group.

Add cov ans 1 - enter first 5 extensions
Add cov ans 2 - enter second 5 extensions

Administer your cover path as:
Point 1: c1 rings: 3
Point 2: c2 rings: 3
Point 3: individual extension rings: 3
Point 4: voice mail

(The rings on each cover point can be set as you see fit.)

If an extension in the cover answer group is busy or has send calls on, that extension will not ring.

After the cover path "rings" or "No Answer" parameters are met, the call will move through to the next point in the path.

"If you always do what you always did, you'll always get what you always got!" Anonymous

 

[liamdoyle]

Thanks for your feedback AWYNOne, unfortunately I need it ring through phones one at a time rather than all at once.

Does anyone know how we could make the hunt groups work? That would be the ideal solution...

Thanks again for your help so far

 

[Zen216]

I suppose you could use variables,,,
a little clunky, and would always go through the list the same way,, but

idea 1...

2 vdns
vdn 1000 has 1101,1102,1103,1104,1105 as V1-V5 vector 100
vdn 1001 has 1106,1107,1108,1109,1110 as v1-v5 vector 101


vector 100
1 wait 1 sec hearing silence
2 route to number V1 w/ cov N if unconditionally
3 route to number V2 w/ cov n if unconditionally
4 route to number v3 etc

7 route to number 1001 if unconditionally

vector 101 is the same, except step 7
7 messaging skill xx for extension yyyy

theoretically if it is routed wih cov n, then if agent not avail, it will goto next step,, (have nt tried it though)

idea 2 is alot more sloppy...
10 vdns, 10 skills, 2 vectors
vdns 1000-1010 goto vector 101
vdn 1000 skill 1st is 101
through vdn 1010 where skill 1st would be 110

agent 1101 = skill 101
agent 1102 = skil 102 etc
skill 101 has RONA set to 2 rings and Rona ext of 1002
skill 102 has RONA set to 2 rings and RONA ext of 1003
etc
skil 110 has RONA set to 2 rings and RONA ext of 1111

vdn 1111 goes to vector 102 and v1 is set to phantom extension


vector 101
1 wait time 1 secs hearing silence
2 queue to skill 1st pri h

vector 102
1 wait time 1 secs hearing silence
2 messaging skill xx for extension v1

so each call would hit the first vdn, queue to first skill, which would goto agent 1, if all skills have multiple call handling set to many-forced it will force teh call toring at agent 1101, after 2 rings, goto next vdn, and repeat...

or you could set multiple call handling to none, put the next vdn in V2 (so vdn 1001, queue to skill 101, V1 would be 1002) then you could add step to vector 101

3 wait time 4 secs hearing ringback
4 route to number v1 w/ cov n if unconditionally

so if agent 1 was busy, after 4 seconds it would goto next one...

both are a little clunky though....

 

[liamdoyle]

Thanks Zen216, great advice, although as you said ringing through each number in a particular order i guess is not ideal.

I was on a forum a few days ago and someone suggested to another user with a similar problem a coverage path, with a hunt group for the first point, followed by an extension then voicemail. The person recieving the advice said it worked perfectly.

But when i try it, it only rings one number in the first hunt group, one in the second, and then goes onto the last extension and the voicemail.

I'm sure i'm missing something obvious. If it can't be done, then i will definitely try your advice zen216.

Thanks again for everyone's input so far

 

[liamdoyle]

Re: what i was mentioning before:

jarhead570's advice on this thread

thread690-1182238

 

[wil19148]

How are the hunt groups set up? Try changing the group type to CIRC instead of UCD_MIA

 

[liamdoyle]

I have just tried this, but still having the same effect.

I know this is probably a stupid question, but on the coverage path the hunt group coverage point has a Rng of 2. Does this mean it will only ring the hunt group for 2 rings, or is that meant to mean that it will ring each member of the hunt group twice?

Thanks again for all your help

 

[84Mike]

Hunt groups 'hunt' for the first idle line in the group. It will only ring one phone.

 

[liamdoyle]

Hi all,

I just tried the circular and it's working! It's not going through every phone yet but it is going through about 5.

Thanks for all your help so far!