Transfer call to Hunt group button

[JimFed]

I have a super busy medical office that the owner insists that a live body answers phone for appointments. They get 4 to 5 hundred calls a day.
I am replacing a BCM 50 that has been installed for over 10 years. Currently they have extra button set and park buttons. They answer the appointment line and then park the call. I was telling them to que the calls with hunt group but they want live person answering. I am thinking I can have the appointment line ring all phones and someone answers and then transfers them a hunt group that is queued. I then over flow them if they leave them in that que to long back to another hunt group that includes all the people answering calls so they know this person has been on hold the longest. Interested in what others do in such a situation or if anyone has a better idea. Currently they have no way to answer the longest hold call and they just pickup the parked call. I guess the park timeout transfers back to them. Just trying to come up with a better way now that I have more options with the latest IP Office system and software. Thanks for any help or suggestions

 

[sizbut]

Hunt groups with an overflow group is the correct route. Just turn off the group voicemail. The group operation will queue and present call in order of arrival.

Using groups will give you access to a lot of other controls such as the night service settings, group buttons, etc.

Stuck in a never ending cycle of file copying.

 

[IPGuru]

Def use a hunt group with Queuing & overflow etc, far more flexible than anything a BCM could achieve.

They can still park calls once answered if needed.
DO NOT let them anywhere near Line appearance keys!



Do things on the cheap & it will cost you dear

Avaya Remote Support Engineer (A.R.S.E)

 

[JimFed]

I played with this over the weekend. They have the extra button set on the phones that answer the appointment lines. I have added 5 call park buttons on the left side of the set and I added a dial button to dial the the queued hunt group so they can answer and transfer to hunt group. I setup the first hunt group to fallback to a second hunt group after 110 seconds. I then assigned the second group to all the phones. I setup a custom ring group for the second hunt group to ring differently so they know it is a failover call as they were on hold too long. This way they can do the old way or new way. I think this will work. They are all J179 phones with the extra button set.

 

[sizbut]

Forgive some of the following, it may just be differences in familiarity with IP Office usage of certain terms.

"They have the extra button set on the phones that answer the appointment lines." - I'm hoping that's just a Group button and the incoming call routes handle routing call to the group. As mentioned by IPGuru, avoid Line button features like the plague.

"I added a dial button to dial the the queued hunt group so they can answer and transfer to hunt group." - That too (answer and transfer) would be done using the Group button.

You can tell I'm a fan of the Group button. Multi-functional and on a J179 the button lamps will let people know what when there are calls and when the number of calls is getting too high.

"to fallback to a second hunt group" - I assume you meant overflow, fallback is a different hunt group feature. Ditto with the use of the term failover call - a very different non-hunt group feature.


Stuck in a never ending cycle of file copying.

 

[JimFed]

OK more details. IP Office 11.1.2.1.0 build 3. There is some new features with hunt groups I think. The office is answered by auto attendant that says press 1 to schedule appointments press 2 for pathology results and 3 for Spanish
This is a busy Dermatology office that caters to older women for Botox, laser and facials etc. They tell me now they get 400 to 800 calls a day
So the the auto attendant option 1 rings the call center 6 phones and they answer live and then put them on park currently. They have a PRI and there is no call line appearances. The only thing on the button set is the call park buttons and the hunt group dial button plus the second hunt group. The first hunt group is set to queuing and the overflow is set to off. Under fallback I have group no answer time set to 110 sec. I then have Group no answer destination going to the Hunt group I am calling overflow. That group button is assigned to the phones on the extra button set and you can see it ringing when the calls go to the second hunt group. That hunt group has the custom ring. I put a Group button on my phone in my office and I cannot transfer a call to that group button. I can transfer to a dial button that dials the hunt group. Hope this all makes since and I appreciate the comments and or suggestions. How do you manually transfer to a group button? I suggested just sending them to the first queued hunt group but the Doctor insists that a live person answers. I think answering and immediately putting them on hold is worse but she wants it that way. I have spent way too much time on this I could have just matched the BCM configuration and been done but I don't like that. I have tested this setup in my office and it works as I had hoped.