RAD Hunt Group

[zodiacgam]

I tried to create dedicated analogue trunks to extensions for use as customer services. What should the HGroup type be Voice, Voicemail or RAD and should the members be the actual extension numbers or the number assigned in the port number of the VM port assignment form

For example you have trunks numbers 2023457440 to /444 and customer service extension numbers 3001 to 3002 and in the VM port assignment, port 2 is given a number 333 and system greetings recording RAD set 10 greeting 1.

with HG 2000 what should the first and second RADs be set to and should the members be 333 or the customer service extns numbers ??

 

[zodiacgam]

Sorry the PBX is Mitel 3300 ICP

 

[kwbMitel]

Need more information about the goal, not how your trying to achieve it.

Do both stations need to ring simultaneously or one at a time (alternating or in sequence).
What happens to an unanswered call - VM, Nothing, Other
What happens if both stations are busy, voicemail, RAD, Other.
What happens for off business hours?
Do you need alternate routing for when both agents are unavailable?
Are the trunks used for outbound as well as inbound?
What type of sets?
What resources are available (Type of system, SW rev, VM Port count)

More info = better advice
(I should change my signature to this as I seem to type it so often)

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[zodiacgam]

Q: Do both stations need to ring simultaneously or one at a time (alternating or in sequence).
A: idle agents to ring simultaneously

Q: What happens to an unanswered call - VM, Nothing, Other
A: reroute to supervisor's extn

Q:What happens if both stations are busy, voicemail, RAD, Other.
A:second Rad to say sorry all agents busy pse hold for next available agent

What happens for off business hours?
A:VM to say business closed

Do you need alternate routing for when both agents are unavailable?
A: reroute to supervisor

Q:Are the trunks used for outbound as well as inbound?
What type of sets?
A: Yes

Q:What resources are available (Type of system, SW rev, VM Port count)
A: Miel 3300 CXi, SW Rev 9.0.2.18

 

[kwbMitel]

Sorry, I obviously wasn't being clear. I wasn't trying to provide a shopping list of all the things you can have. I was trying to give you some idea of what type of information you need to provide.

Some of the options I listed above are mutually exclusive and cannot be used at the same time.

I find it unlikely that a solution could be found based on your answers to my suggestions. If one can be found, it will likely need to be provided by someone with a lot of time on their hands to test and troubleshoot. Not me in other words.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[slapin]

Generally all this functionality is implemented in ACD system. Just buy ACD agent licenses and roll it out.