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Joined: Oct 2011
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Terces Offline OP
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I am new to this forum and looking for advice on an issue I am trying to work out with our 3300.

We have a hunt group ext 1800 which is set as a multicall appearance on about 10 phones. The problem is, when the user picks the call up, the call stays on the 1800 appearance. When they place the caller on hold for length of our set Call Hold Timer, all 10 phones ring again which someone else could end up picking up the call.

Is there a way to make the system pull the call off of 1800 onto the extension of the user that picked it up?

Thanks in advance.

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Well, the best way would be to take it off of a hunt group and make it an ACD or UCD group.

Or you could rebuild the hunt group so that each of the phones is in the hunt group as an extension -- It sounds like you've got an answer point instead of an actual hunt group.

what does the call progress look like? For example:

Call comes in --> Answered at 1800, please hold for available --> MOH --> 1800 multicall rings on 10 phones?

I recommend:

Call comes in --> Goes into hunt group 1800, 1801 - 1810 are hunt group members, --> call goes to first phone not busy, --> rings until answered or goes to voicemail.

OR:

Call comes in --> goes to ACD/UCD loop --> First available phone gets it --> On no_answer, drops back into queue and logs out n/a phone --> If not answered timely overflows to operator or other place.

You vendor should be able to set up the hunt group as I described, or can create a UCD group. ACD requires additional licenses.

Joined: Oct 2011
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Terces Offline OP
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Thank You Telephoneguy for your information. Funny thing, I looked further into the phone system and found that 1800 is not in the hunt group "not shure why it was programed that way" I believe they intended it to be a hunt group and labeled the extension as such, but never programmed it in. I will be doing some testing on my side to see if creating a "real" hunt group will accomplish what the users are requesting.

My hope is to set it as such:

Call comes in to 1800 --> End User (EXT 1803) picks it up but needs to put them on hold --> MOH --> 3 minutes goes by --> only EXT 1803 rings with the person on hold.

Many thanks from a guy that was handed the task of keeping up a system that has been ignored and neglected for years. We recently upgraded it from an old SX-200 with 6 bays to our new 3300 ICP that still has to run the bays but now we will slowly start implementing IP phones in the near future.

Cheers

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Technically, it sounds like the keys are set up as 'multi-call' appearences of 1800, and they all ring simultaneously when a call comes in. The trick is to get the calls off of the multi-call keys, and onto your 'prime line'. Depending on a few circumstances, you may be able to do accomplish that by adding a 'pickup' key onto your phones, so the calls are brought to the prime line, when answered. The hold recall features are then dependant on your prime line, not the multi-calls.


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I've seen call centers that did that... 1800 would be a night bell or other signal, and the available answer points would dial the pick-up code. Whoever dialed first got the call.

For that, you just need to make a pickup group.


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