Need Help with Overflow Hunt Group Setup 1

[Toni269]

Our main hunt group is a mission-critical 24x7 hunt group and they have requested to setup an overflow group to route calls in the event the primary group is busy.
I have a 2nd hunt group setup, but it requires a manual transfer to the other group. Can you tell me how to go about setting it up to route automatically?
I also have a calls warning threshold flashing light set for 1 call waiting. They would like for it to check the primary group, if busy check 2nd group if 2nd group is busy route it back to group 1 and stay there (with call warning threshold). THANK YOU!

 

[Bartimaeus]

Toni
Do you have vectoring? Are you using coverage paths to get the calls from HG to HG. How are you setup?
Tim

 

[Toni269]

Tim,

I do have vectoring. I am currently using a VDN with Vector to route to 1 hunt group. I have not yet started transferring from one group to another....

Toni

 

[DefinityUser]

Toni,
You may come accross 2 situations.
1. You may want the calls to overflow to skill secondary if calls queued in skill primary is more than a certain limit.

2. Or you may want to overflow the calls to sec. skill if logged in agents in prim. skill is = 0.

Both of this can be easily done using vectoring. To do this..Do a separate vector for each of the skills (primary & Sec.)...Like this... Main vector -> Sub vec (primary) and Sub Vector (Secondary). write the mainvector to suit your requirements.

post me if you need more help..

regards.

 

[Toni269]

Ok, I understand what you are saying, however I don't have "Skills" or EAS routing, just basic Hunt Groups and Vectoring. I have a rule in there already to ring to a special "Red" phone with a flashing "Red" light if "logged in" agents = 0. (because we are mission critical, this is the warning phone - So, do you think it would work if I did this: Make a new rule if AVAILABLE agents = 0 then route to number xxxx (2nd hunt group number), with coverage y?

Thanks,

Toni

 

[marcell55]

If you set your hunt group up as vector controlled, you can write the following:

In this example split 1 is the main group and split 2 is the secondary group.

queue to split 1 pri m
check split 2 pri m if available-agents > 0
announcement 1234
wait 15 seconds hearing music
goto step 2 if unconditionally