Pickup or Hunt Group - Ring 2x Simult., then go to VM 1

[sparker001]

We have a Definity G3sI in Location A where ACD and Vectoring are enabled. We have a Prologix G3CSI in Location B where ACD and Vectoring are not enabled and where there is not music on hold. We want to have calls come thru our ACD system in Location A, have 90 seconds to queue to sales group in Location A. If nobody picks up, we are then routing calls to Location B over a PRI T1. When they get to Location B, we want the call to ring at 4 extensions simultaneously for only 2 rings, and then go to voicemail. (Thought pattern: customer already held for 90 seconds on one end, Senior Mgmt doesn't want the customer to then ring 4 times at 4 extensions at Location B before going to voicemail.)

We have successfully built the vector on Location A's side where the call routes to Location B. We tested yesterday and it works. But now we're trying to figure out Location B! I have spent years setting up ACD Hunt Groups/ VDN's/ Vectors, but this sort of situation in Location B is brand new to me.

Would we set this as a pickup group? And/or a hunt group? Could a pickup group ring at 4 extensions simultaneously? Would it be better to set up as a hunt group? And how on earth do we "point" the call from the group to a voicemail box?

I've been searching the archives and have found bits and pieces of info, but can't seem to string it all together. ANY help would be appreciated - thank you!

 

[SF0751]

You can create a Terminating-Extension Group (add term next). TEG's will ring at a maximum of 4 stations at the same time, and can be given a group extension and a coverage path.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[sparker001]

Thank you very much for this information!

There is a good chance this group could expand in the future. For future reference, if they end up needing more than 4 extensions in a group, what would be the next "logical" step for them to go - would it be using a pickup group, a hunt group?

 

[SF0751]

There are also coverage answer groups, which can have 8 extensions. More than that, and I would go with a hunt group.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[sparker001]

Susan, thanks for your help! We did set up the TEG, set up the group extension, set up a coverage path as follows:

Station/Group Status Inside Call Outside Call
Active? n n
Busy? y y
Don't Answer? y y
All? n n
DND/SAC/Cover? y y

Terminate to Coverage Pts with Bridged Appearances? y
Point 1:h99

The TAG is set to ring to 1234, 1235, 1236 and 1237 simultaneously. But when the call comes in, it rings at 1234, and the call appearance light just lights up on the other three extension phonesets. Why doesn't it ring audibly at the others? I checked that their volume wasn't turned down, so it's not that... Is it something in the Coverage Path setup?

 

[SF0751]

Not sure - they are all the same set types, right? I would check the call-appearance settings on page 3 and all of the page 2 settings; compare x1234 against 1235, 1236, and 1237.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[sparker001]

Hmmmm. One is a 6424D+ (the first one in the group, interestingly enough, in terms of being listed in the TEG). The others are 6408D+'s. Would that make a difference?

 

[SF0751]

It shouldn't. I just created a test TEG with a 6424 and a 6408 as members, and both stations rang.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[sparker001]

On the 2nd page of each station setup, how should Active Station Ringing be set, could that be the culprit? The first extension 1234 was set for "if-busy-single", the others were all set to "continuous". I tried changing all to "if-busy-single" since that seemed to work fine for 1234, but when I tested it still only rang at 1234 and flashed at the other extension phonesets.

 

[sparker001]

Susan - I actually got the answer from one of your old posts. The culprit was that some of the stations were set to "Bridged Call Alerting - n" and only 1 was set to y. And it was the one that was getting the calls to ring. I also made sure all were set to "if busy single" and it seems to be working now! Thanks for your help!!

 

[SF0751]

Great - I'm glad it's working for you. Feel free to take the rest of the day off....

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”