Ring Group Overflows to Mobiles

[mckevis]

Hi - I have a small ring group set up where a certain option from the IVR will transfer a caller in to the ring grp (4 members in this). If all the members are in a meeting they want this to go to an on call mobile. I have tried various different options but cant seem to get this to work correctly.

So far I have tried creating an over flow to an extension which has a call routing to route to the mobile. It didn't work.

I have also tried to use night service for this and setting the ext in ring group to Night Service 2, however when they access night mode on the handsetit seems to do the same for the whole site?

Aside from changing these to ACD users and using Make busy and agent availability via the IVR queue (Yoursite Explorer) which I don't want to do if possible as these are not ACD agents I am stumped

Any ideas

Cheers

Rich

 

[sarond]

You could overflow to a speed call that is set to a mobile.

Also if you are running MCD 7.0SP1 or newer you can Call Forward the Ring Group. (Using 3rd Party Call Forwarding)
You could program a key to enable forward to mobile and another to disable.

 

[Billz66]

It always helps to start with the System type and Software version...
Assuming the latest version [MiVB 8.0 Sp3 Pr2 14.0.3.37] Assuming the latest MiCC 9.0.1.0

Assuming public trunk to public trunk is enabled on the cos for

​

IVR ports

​

Ring group

​

Trunks

Create a speed call to the mobile set with override toll control.
Set the overflow for the ring group to be the speed call
Make test calls internally first
- to ring group with all present , does the call go to the mobile
- to ring group with none present , does the call go to the mobile
- to IVR and select option for ring group with none present , does the call go to the mobile
Then route an indial to the ring group and repeat from external
- to ring group with all present , does the call go to the mobile
- to ring group with none present , does the call go to the mobile
- to IVR and select option for ring group with none present , does the call go to the mobile

Post the results of the above if it doesnt work


If I never did anything I'd never done before , I'd never do anything.....

 

[mckevis]

Hi - Apologies
Release level: 8.0 SP3 PR1
Active software load: 14.0.3.22

So I have tried with the ring grp having an overflow point which is a speed dial to a mobile. When you dial the ring grp number the first phone is hit, as soon as there is no answer the 2nd in the grp rings once and the call then transfers to the mobile. This is great when no one at the desk and where I want to get to, but if they happen to be at the desk but the 1st person in the grp doesn't answer before the call jumps then it will not go to the others in the group before it moves to the mobile.

If I remove the overflow point then it rings through the grp of extentions in the ring grp as you would expect it to.

Strange one!

Cheers

 

[Billz66]

so its a cascade ring group ?

the overflow is kicking in too soon , what are the settings you have for the timers

If I never did anything I'd never done before , I'd never do anything.....

 

[mckevis]

Hi - I have tried it on Terminal Termianl cascade and Circular etc and it acts the same way.

Current - COS
Ringing
Delay Ring Timer 10
No Answer Recall Timer 17
Ringing Line Select No
Ringing Timer 180

Current Ring Grp settings

Call Ringing Timer 17

Cascade Ring Timer 15

Call Queued Timer - Seconds 20

These were the default they used when setting the system up - the worked as a rule as the overflow point was the ring group number so it was just continually looping around

I am thinking that if I change the cascade to 10 and the Call ringing to 30 then it gives the users the chance to answer each phone in the grp before hitting the overflow if its a mobile?

I still cant get my head around the fact that there is no easier way for a ring group to be sent direct to a mobile when the team of people go in to a meeting. On the old iSDX pbx this was so easy to do

Cheers

Rich

 

[Billz66]

there is an easier way , make them absent in the ring group
- put a group presence key for the ring group onto their phones

when they go to the meeting they all go absent

then the calls to the ring group should go dorect to the overflow

If I never did anything I'd never done before , I'd never do anything.....

 

[sarond]

To send the call direct to mobile I would program Third Party Call Forwarding on the Ring Group.
Program the FAC as a Speed Call to activate and deactivate, then program on a key if desired.

 

[mckevis]

Ok - So I have tried that and it works great for the ring group. So if all members of the group are in a meeting and a call is received in to the ring grp in will transfer to a mobile. However if a call is placed to the direct extension it just gives an engaged tone and doesn't go to a mobile unless they also use a call frd . Not the best user experience!

Any thoughts

Cheers

 

[mckevis]

All sorted now - used the Grp Presence to allow users to leave the ring group and a call forward back in to the ring grp if they are away from desks and a call is direct to the extension instead of getting a busy tone.

Cheers for the help