Something in between a hunt group and an ACD?

[davecowen]

Hi, all --

Couldn't find this in the archives. I'm interested in setting up a DID to dial a group of 5 existing multicall extensions. Set up the DID and the hunt group and that works fine... but the problem is, the first non-busy number dialed can just sit and ring. What I want to have happen is, if the line isn't picked up in x rings, move on to the next non-busy number in the group. Problem is, I don't want to have to have people log in as agents.

Will the Mitel let me do this?

Thanks!

Dave

 

[kwbMitel]

We need to know what platform and software level.

The answer for a 3300 running rel 7.1 is Ring Groups.



There is an island of opportunity in the middle of every difficulty.
Miss that though, and you're pretty much doomed!

 

[davecowen]

Yes, sorry about that. It is indeed a 3300 with 7.1.

However, I was unable to find documentation on ring groups in the help interface. Any pointer? I can't believe I'm missing something this obvious.

Dave

 

[kwbMitel]

I've given this answer twice now and no one called me on it. I just discovered the Ringgroups were introduced to the SX200 Rel 4. Somehow I got confused. Promise it won't happen again. (Yeah Right).

Back to the original question. It somewhat surprises me that the hunt group does not rotate the call if it goes unanswered. Assuming this to be true, you could set up as a circular group and set up call rerouting to send the call back to the Huntgroup pilot which will pick the next non-busy extension. I feel there is probably a better solution but none comes to mind.

There is an island of opportunity in the middle of every difficulty.
Miss that though, and you're pretty much doomed!

 

[KE407122]

What I did was create a DID Pilot number Hunt grp, (Hunt(Terminal-- when Busy/DND through the series- 3001,3002,3003,3004,)

Then if all of the group were in Busy or DND it would reroute to voicemail. Technically, they have to log in or log out or create a Not Ready condition by using the Do Not Disturb Feature.

A caller could choose to leave a message or if known, they could 0 out to a ringing line appearance on all 5 sets.

KE407122

 

[fissure]

Ring groups are planned it seems:

http://www.commplot.nl/mitelevents/downloads/middag/Desktops&PlatformsJJ.pdf

mentions 'ring groups' for the 3300:

Page 5 says, Roadmap Summary, and lists:

3300 ICP Rls 8.0
- Increased scalability for the enterprise:
-- MXe Server
-- Online upgrade, In-service upgrade and Software revert
-- Resiliency Feature Transparency and Speed-up
- Clustered solution for large hotels
- Embedded Remote Management
- Bandwidth Management and Call Admission Control (Remotely hosted sets)
- Design Change Requests such as ring groups
- Private line trunks for trading environment



We have been using multicalls to obtain simultaneously ringing.
What we're not able to do though, is allow users to optin/out of groups/forward their group calls to someone else.
Other systems like the NEC allow:
Department Group Call Forward
and:
Group - Login or Group - Logout
Does anyone have ideas on doing this on the Mitel, ACD we've not really investigated, is that the way to go?

Does anyone know if simultaneous ringing for hunt groups is on the horizon.
I understand the reason older phone systems didn't support it was due to the voltage requirement for simultaneously ringing multiple phones, obviously that is irrelevant on an IP Telephony platform.