S8300/G350 Call Center Group 1

[billrshepherd]

I have a new customer who has a call group setup where callers from the outside call a specific number and are placed in queue for the next available agent (if none are available). 4 agents in the group. I want to change the setup where the callers are pointed to the company operator (inbound) and then transferred manually to the group, placed in que until the an agent is available, or connected immediately to the agent idle the longest. Been a while since I programmed the S8300.

 

[kurtispaull]

Bill,

You have to determine the pilot number to that call group (as you state). This will allow you to determine if the callers land into a VDN, then vector, or directly into a hunt group (split/skill).

Also do these agent have to login to their phones to take calls?

Lets say the customers call 123-123-1234 and land on VDN 1234, Vec 100. We can make the first step in that vector to point to you operator (ext "0" or whatever). This will get the caller to the company operator directly.

Then depending on how those agents are configured today and what reporting they expect from their call group, the operator may just manually transfer to their call group (hunt group) directly.

let me know,
Kurtis

 

[billrshepherd]

Kurtis: Much appreciated. We inherited this customr and just now doing the fact finding in the programming. I will verifiy if they log in and out. They definately are not setup by skill level. Appears to be a very simple calling group. I will keep you updated.

Again, thank you.

 

[billrshepherd]

Another question - Trying to find the incoming call route that points to the calling group. Incoming digits are 4 via a PRI - I cannot find a DID that points to the call group. As per my previous question. it has been awhile since I worked on the S8500/S8300. Where do I look? thank you,

 

[avayastrongman79]

Bill...

You can look on the trunk group form for the PRI to get the TAC code. Then do a list trace tac xxx, to see if you can determine the digits of those inbound calls.

 

[billrshepherd]

Thank you Sir. That form used to be in the trunk group form but, i have now found it is a template by itself. Inc-call-handling-trmt. One more question: I now have the inc. calls to a specific DID now pointed to ext 2798 (standalone). She can answer and transfer to the calling group. This works great. Now, I want her to call forward all calls at 5:00 p.m. to an external number. I have setup a button with call-fwd - will not let me enter an extension number - I looked for call-fwd enhanced in the help menu for the button's, etc. to no avail. The did number used to point to a vector ext. which pointed to vector 10, which handled the queuing to the call group and the forwarding to the external number. Is there a way that I can redirect calls to the vector extension number from the answering extension at 5:00 p.m. by her pressing a feature button?

Thank you,