sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems ACD Call Distribution

We currently have two hunt groups (HG1 and HG2). Some users log in to only HG1 while others log into both. We currently have HG1 set to longest idle for distribution. Is there a way to set it so people who are only logged into HG1 get priority for those calls over the people who are logged into both? I see there is linear but that still doesn't work quite right for us. How does it work if I set it to linear and have 2 extension lists listed for the agents?

It's funny you should ask this question, I read up on it only about 1 hour ago

I'm not sure what version you have but in my version (CS5000) there is a "Priority" column in the hunt group configuration section for each hunt group.

If you set HG1 to priority 1 (it supports 0-75 and the higher the number the higher the priority) that should do the trick.

We have it set up with HG1 having a lower priority than HG2. The issue is how HG1 distributes calls among agents.

ACD will treat agents and or regular members if not using agent IDs as individuals not as a group. Are you simply wanting HG1 agents searched first, then HG2 agents? This is an issue if so, if you place two P lists in the agent order list, the system will use LI stats for all agents in both lists. The best thing that I can suggest would be to recall the first HG calls to HG2 after a specified time. This is a bit lacking as it would be based upon time and not upon agent status.

That's exactly what I want to do but doesn't look like it's possible.

It would be nice if the HG priority could be set by Agent instead of the HG. Similar to Microsoft Active Directory, each Agent would be a Member of hunt groups. Then within the Agent settings, set the priority of each HG to which the Agent is a member.

It isnt using LI without recalling to a separate HG.