Service Desk Queue

[christate]

We are running a G3si on Version G3V6i.03.2.239.6 with only basic vectoring enabled along with Audix R3.2. I am trying to put in place a service desk that allows callers to leave a voicemail if there are no agents available to take calls.

I have tried creating a Hunt Group using ucd-mia and setup a coverage path that points to voicemail should all our agents be busy or Aux out.I can get the calls into a mailbox associated with the hunt group extension, but have no way of informing the agents a message has been left. I have tried a aut-msg-wait button on there phones, however this does not work for the hunt group extension. I have also tried putting in a seperate extension with voicemail on the first coverage point and have this cover straight to voicemail, but the voicemail will not answer the call. Any ideas?

Thanks

 

[g3rguy]

could you post you vector so that I can see what you have done.

 

[christate]

Hi Gr3Guy,

Many thanks for taking a look at this.I have setup the following simple Vector to route too the hunt group number.

CALL VECTOR

Number: 10 Name test Lock? n

Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n

01 route-to number 6075 with cov y if unconditionally
02


This is the Hunt Group form and I am using a time of day coverage for open hours routing to agents and outside hours voicemail.

Group Number: 50 ACD? n
Group Name: TEST IT Queue? y
Group Extension: 6075 Vector? n
Group Type: ucd-mia Coverage Path: t20
TN: 1 Night Service Destination:
COR: 21 MM Early Answer? n
Security Code:
ISDN Caller Display:

Queue Length: 5
Calls Warning Threshold: Port:
Time Warning Threshold: Port:

HUNT GROUP

Message Center: none





LWC Reception: none



First Announcement Extension: Delay (sec):

HUNT GROUP
Group Number: 50 Group Extension: 6075 Group Type: ucd-mia
Member Range Allowed: 1 - 200 Administered Members (min/max): 1 /4
Total Administered Members: 4
GROUP MEMBER ASSIGNMENTS
Ext Name Ext Name
1: 6346 6346 14:
2: 6394 6394 15:
3: 6230 6230 16:
4: 6393 6393 17:
5: 18:
6: 19:
7: 20:
8: 21:
9: 22:
10: 23:
11: 24:
12: 25:
13: 26:

At End of Member List


This is the open hours cover path within my time of day path.6002 is a dummy digital station I created that goes directly to voicemail using a cover path whose 1st coverage point is our Audix hunt group.

Coverage Path Number: 108
Hunt after Coverage? y
Next Path Number: Linkage

COVERAGE CRITERIA

Station/Group Status Inside Call Outside Call
Active? n n
Busy? y y
Don't Answer? y y Number of Rings: 3
All? n n
DND/SAC/Goto Cover? n n

COVERAGE POINTS

Terminate to Coverage Pts. with Bridged Appearances? n

Point1: 6002 Point2: Point3:
Point4: Point5: Point6: