Returning the busy tone if line / group busy

[KurpeusLondon]

Hi guys,

I'm trying to return a busy tone (on a PRI trunk) if a line is in use and ultimately when all agents of a group are busy

I tried first with a single line but I keep getting the auto attendant asking me to enter an extension number.

Any ideas ?

Many thanks

 

[LoopyLou]

if you hit an auto attendant greeting then you have the single line rerouted or forwarded to a voicemail. If you would want to return busy you would have to remove that. You would also have to remove auto campon in the trunks. For agents in a group busy if they are ACD agents in an ACD group then you can not return a busy signal as that is counter to how ACD is intended to function. Need more details from your end.

The single biggest problem with communications is the illusion that it has taken place.

 

[KurpeusLondon]

Hi LoopyLou,

Thanks for your initial reply.

There is no ACD defined neither for the line nor for the group.

That auto campon feature does it needs to be remove on all the trunks in the path between the local exchange and my phone ? in my case the TDM trunk for the PRI and an IP trunk to the secondary controller.

Otherwise I was thinking to upload a busy tone to use in an ACD path that would hang up once finished. Then using the reroute first alternative to that ACD path.

Would that work ?

Thanks

 

[SXWizard]

Turn off Auto Camp On in the trunk COS. That will return busy tone when a busy station is called.

 

[Supernova99]

It is possible to return a busy tone
Make sure that auto camp on is disabled in the trunk COS (blank)
route the call to a ACD path with a dummy agent
setup a real live ACD phone and leave it in MAKE BUSY
point the Path unavailable answer point (PUAP) to that phone
As the dummy agent is not logged in the ACD path will recognise that the Path is unavailable and route to PUAP which is a device that is BUSY

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[KurpeusLondon]

Thanks guys for your responses.

The Auto Camp On is off on the trunk.

I've set up an ACD path with one hotdesk ACD agent, not logged in. The PUAP is set up to a second hotdesk ACD agent that does not belong to the group ID and that is MAKE BUSY.

If I dial my ACD path with no ACD agent logged in, the call is redirected to the PUAP but it rings on the PUAP (altough that extension is made busy.


Then if I use the PUAP prime line (i.e ringing another station from that line) I get the busy tone while dialing the ACD path.

It doesn't look like the MAKE busy works. (I use the ACD predefined key )

I tried to busy the extension from the command line but then if I dial the ACD path I get an out of service.

 

[Supernova99]

I might have missed a step make the PUAP an extn that is call re routed always to the make busy agent

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[KurpeusLondon]

Hmm thinking about it now, this is not exactly what I want to achieve. Using acd will queue calling parties if agents are busy.

What I would like is having a ring group that returns busy tone if all agent busy or logged out.

 

[Supernova99]

You could use a 6160 and use queue status and then send the call to a Busy recorded message

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[KurpeusLondon]

I'm getting somewhere now.

I removed the DND override for incoming calls from public network

I have two users in a ring group. An hot desk overflow point define as always busy.

If my hot desks agents are in DND or not logged in, the caller get a busy tone. However when an agent is logged in and on call, if a second call arrives, the call is queued and seems to keep ringing for the calling party.

The timer of the ring groups have been set to the minimum value no joy.

Call Ringing Timer 5
Call Queued Timer 5

Also if my agent is free to receive a call, but does not pick up when his station is ringing, the phone keeps ringing and does not overflow :/

These two timers should trigger the overflow ...