Loging "In" or "out" of a hunt group plus call indicator

[AndyAPAC]

I have set up a hunt group (UCD-MIA) but as I'm more familiar with the Avaya Index call centre I'm not sure what I need to program on the handset to allow the agent to "busy" themselves out of the group when they're away from the phone or generally not available to take a call.

Also, I need to set up buttons (as there will be multiple hunt groups) on all the agent's phones so that while it's ringing at a particular agent, the other agent's in the group can see which hunt group the call is on and answer it (with the correct greeting - hence the need to know which hunt group it is). Is this possible (I tried in-call-id but it only lit up at the eagent where the call was ringing) and if so how?

Any help would be greatly appreciated. Thanks.

 

[tiramisu]

Andy:

What exactly are you talking about:
- hunt groups with members in a non ACD-environment
- Splits with agents in an ACD environment
- Skills with logical agents & free seating

If hunt:
- An aux button will give the members time-out from group calls, but still have personal calls directed to them
- A SAC button will divert all calls

If split:
- An aux button will will time-out from all splits agent are logged in (don't need separate buttons for separate groups)
- what you also need:
* 1 x login button
* 1 x logout button
* manual-in or auto-in (=available) button per split they are logging into
* acw-button per split they are logging into
- to view the different queue's: you can program qcall-buttons per split: LED will turn green as soon as 1 call in queue will start blinking as soon as threshold has been reached.
- to take over calls: I am dead against using call-pickup buttons as they destroy the whole principle of ACDsoftware and give you difficulties in interpreting reports afterwards. Other ways to do that:
1: an agent should not receive calls when not at desk (aux-button)
2: install rona (on hunt-form) and redistribute calls when ringing at an agent desk

If Skills:
1 set of buttons of each is enough.
for call-indicators and taking over ringing phones see above. Same principle

success !

 

[AndyAPAC]

Thanks for that Tiramisu.

The set up is just hunt groups without ACD. Looks like the AUX button will be the go for them.

As for identifying the queue in this type of set up, will a qcall button work?

Cheers...

 

[johnwtek]

A button like this "q-calls Grp: 48" will tell you how many calls, etc., are in hunt-group 48. But if your phone is a member of 2 or 3 hunt-groups, the button won't necessarily tell you which hunt-group the call is from.

You will need to make your hunt-group name identify which line the call is from, so this can be seen on a display phone.

Be sure to test it, because many things in your pbx setup can affect phone displays.

If you want to use non-display phones, I'm not sure if there is a way to indicate which hunt-group the call is from.

 

[avayaman]

Maybe he's talking about simple non-acd hunt groups, in which case they need to enter the hunt group busy activation/deactivation feature access codes defined on page 2 of the features forms. Activated is the default state.


Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html

 

[tcomprojmgr]

You can use the VDN feature "VDN of origin Announcement" to help agents administered on multiple hunt groups or skills using non-display phones to understand what VDN the call came from. If you administer an announcement that says the name of the group, and then place that announcement number on the VDN...the agent will hear this announcement before the call is delivered. This feature is located on the first screen of the VDN form.

However, if you use this feature, be mindful of the length of the announcement as this will add time before the customer's call is actually "answered". Hope that helps.