Ring Goups

[shawnb345]

Is it possible to have a ring group, overflow in not picked up in XX sec?

Ex: We have multiple locations. We want customers to call in and hit XX to go to a ring group(not sure if that can happen either). If the first loca does not pick up, overflows to the next goup..

Reasoning behind a ring group is so the sales staff will not have to log into phone. (because they wont do it!)

I know i can set up ACD paths but just wanted to ask..
TIA!
shawnb

 

[Lundah]

You can re-route a ring group, I'd have to dig up the docs to see what other options are out there.

 

[shawnb345]

If i was to re route, will i be able to control it? ie: after 30 sec ring group 2, another 30 ring group 3? We just can't rely on sales people to log in.

 

[Mitelmatt]

Hi shawn345

Yes what you are trying to achieve is possible.

In the Ring Group assignment form them there is 3 timers and an overflow point which you can change.

The 3 timers are:

Cascade Timer: This is if the Ring group is in Cascade mode, where it rings the phones in order the the amount specified in this timer before hopping onto the next member of the group

Call Ringing timer: This is the timer which stats how long a call will ring the group for before going to the Overflow point.*** The one you'll need

Call Queued Timer: This is the time that a call will queue to a group waiting for someone to become free before going to the overflow point

Then there is the Overflow Point. This can be any DN ie another Ring group, a normal extension or Voicemail etc

So you can create multiple Ring Groups with members in and use the timers on a per group basis to achieve what you want. i.e. in the Overflow Point in Group 1 but the Pilot DN of group 2 and so on

Also, for reference and to lundah you can't reroute a Ring group. The Pilot DN does not appear in the Re-Route Assignment form

If you need any further info let me know

Hope this helps

 

[shawnb345]

I'll Try this..TY!

 

[Lundah]

I just realized I was completely wrong as well, you cannot assign ring groups to a Call Re-Route (as in Call Re-Routing Assignment); the overflow point is what you have to use. sorry for the mis-information.

 

[shawnb345]

ok