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Joined: Jul 2005
Posts: 2
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Joined: Jul 2005
Posts: 2 |
Hello,
I have three users that need to be available to answer a customer service line for RMAs. I set up a digit translation app, Opt. 1 calls the group's VM, otherwise it times out to an ACD agent hunt group.
The problem is this: when all agents are busy, in DND, or logged out, the calls are still routed into the hunt group and sit there until the overflow timer is met. If you dial the hunt group directly, you of course get a message indicating the hunt group is busy.
Is there some way to set this up so that *if* no agents are available (i.e. the HG is busy), the app immediately defaults to the group's voicemail?
Thanks in advance.
[This message has been edited by jrichards (edited July 06, 2005).]
[This message has been edited by jrichards (edited July 06, 2005).]
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Joined: Aug 2001
Posts: 774
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Joined: Aug 2001
Posts: 774 |
No, that would defeat the purpose of the HG. If all that are in HG are busy, you do not want the call to wait for the next available member? You would rather have the call sent to Voice Mail? In a HG at least 1 person should always be in it. ------------------ Voice and Data Cabling in DFW, [email protected] DnR Communications
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Joined: Jul 2005
Posts: 2
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Joined: Jul 2005
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I know it doesn't make sense, the app/HG used to be set up to announce that all agents were busy, yadda yadda. Now they just want it to go straight to VM if no one is available.
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Joined: Aug 2001
Posts: 774
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Joined: Aug 2001
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You could lower the overflow timer to something that will allow calls to ring for long enough to be answered, and then go to VM. ------------------ Voice and Data Cabling in DFW, [email protected] DnR Communications
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Joined: Apr 2005
Posts: 20
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Joined: Apr 2005
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If there is a set pattern of when they are available, you could use one of the applications on Axxess to route based on time and day.... I think it was the STAR application. Also, using the night mode to route directly to VM could be a possibility.
Michael
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