Tricky Queue and Overflow Scenario

[mytelecoms]

I have a client who sells four different brands. They have a DDI for each brand and announce the calls depending on the brand.

In order for agents to know which brand the calls is for, we have a hunt group for each brand. This group is then displayed on the phone and Phone Manager.

My client wants these groups to have no members, and overflow to a generic group called "Sales", as all sales agents should take calls for each brand.

I am finding it hard to have a queue setup without the caller entering the queue straight away. My client wants the call to go straight to Sales and then queue if nobody is free. Overflow time and Queue time options don't really help. Because there are no members in the Brand groups, it queues immediately, and then overflows. Can I reverse this so it overflows then queues?

I cannot have a queue on the overflow either, as they are using a wallboard which shows the queue for each brand.

The other way to do it is to somehow tag the DDI with the Brand to save using the hunt groups. Is there a way to do this?

Thanks

Chris

 

[JeSTeROCK]

Have you tried using phone manager pro and putting the DDI number in the directory and having it show a script saying the queue name ?.... don't think it matches the ddi, only the group and cli, might work though

Why do they only want one group ? ccc reporting ? ccv ? ease of management for the customer ?

 

[mytelecoms]

I though a little about scripting. I am sure it would work, but I'm not too keen on the format. I haven't tried it yet mind you, but we don't like the idea of a seperate text file opening. It would be nice to use the Tag and keep everything in the Phone Manager window.

Thanks for your suggestion - I will give it a go and see how it looks.

 

[big70]

I don,t understand.
Put al the agents in all the groups, then your Que works and you can have diffrent announcments and if the call is presented it will show from what huntgroup the call is comming.
Also you can make button,s so they can login/out from difrent groups.
But maby im missing something!!

Greets Peter

 

[JeSTeROCK]

Just tested it, works with using the DDI number in directory (phone manager pro) and using a text script, which pops up in the box where you normally have your speed dials.

This method is good current CCV, reporting and ease of customer programming.... in some situations. Using one group has a lot of advantages.

 

[mytelecoms]

Big70 - The customer wanted the four groups originally to be left empty so that it would be easier to change their membership (using the one sales group).

The method which JeSTeROCK has suggested will be the way to go. I didn't realise that scripting kept the text file within the Phone Manager window. I'm happy now, and I can test it today.

Cheers guys!