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Joined: Jun 2005
Posts: 9
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OP
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Joined: Jun 2005
Posts: 9 |
We currently have combinations of two hunt groups setup to work in a circular pattern (UCD). We are a life insurance brokerage, and have mdeia ads running that are tied to toll free numbers. We have those numbers routed to the hunt groups. If the first group of employees are not available to take a call, it rolls into the second hunt group. If no one in that group answers the call, the call routes into an ACD queue. This works fine for a few hunt groups we have setup this way. We had to do some configuration on our vmail system (ver 7.04f-imagen) in order to have the first hunt group then hop to the second.
Now for the question: We have one group that will not route to the ACD queue. The actual hunt group is configured in the same way but the method of how the call gets to an agent is different. In the other cases a client dials our toll free number(s) and gets directed to an agent. In this other scenario, our telemarketing team makes an outbound call to a client and then transfes them to an agent that is in this particular hunt group. What happens is that if someone in the first hunt group is busy or had their DND on, and when someone transfers a call to this hunt group, they get a busy signal for the group. Right now the work around is that if they receive a busy signal when dialing that hunt group number, then then transfer directly into the ACD so someone gets the call. Does or has anyone have any experience in this situation?
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Joined: Jul 2005
Posts: 12
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Joined: Jul 2005
Posts: 12 |
How many people are in the problematic hunt group?
BTW, a UCD does not run in a circular pattern.
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Joined: Jun 2005
Posts: 9
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OP
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Joined: Jun 2005
Posts: 9 |
Sorry for the late reply. We have approx 12 people in the hunt groups in question. I guess I was misinformed by the UCD definition, would you care to elaborate?
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Joined: Aug 2003
Posts: 1,281
Moderator-Telrad
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Moderator-Telrad
Joined: Aug 2003
Posts: 1,281 |
UCD is the phone that has been idle the longest. SER is in the order you put the phones in but it will always go to the 1st phone if the 1st is busy it goes to the second if 1st and 2nd goes to the 3rd. CIR is cirular goes to 1 then 2 then 3 then back to 1. If there were 3 in the group. If you have a mailbox to the hunt group the 1st pahone in the group will get MSG indicator. ------------------ Need cable or other voice/data hardware? Here's your link. Telephone Supplies
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