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#600128 04/22/16 03:49 PM
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I'm trying to find a solution for this issue. We are using a STAR application to handle the Day and Nigh Mode right now. The issue is that when we closed the office, some calls are still ringing in into the HG. They won't hear the closing message because they are already in the system. I already have a closing message recorded, but don't know a way to implemented. I though that if I put the closing recording under the HG Night Greetings it will fix that, but it didn't.

Anyone have an idea how to do that?

Thanks in advance.

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Ratata #600135 04/22/16 09:22 PM
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Your agents need to make sure there no calls still in queue before logging out of the hunt group.

If this is a problem, adjust the STAR so the night greeting kicks in a few minutes earlier.

Ratata #600186 04/25/16 02:37 PM
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We don't have Agents set up. Setting up the STAR so the night greeting kick in earlier is not a choice. The company won't approve that. I'm out of ideas right now. I also tried setting up another STAR to kick in for the HG and that screw things up. I'm back to square one now.

Ratata #600187 04/25/16 03:13 PM
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You don’t have a lot of options. Once the calls are in queue they will stay there until answered, the caller decides to hang up or the recall timer expires.

You could use a STAR application for the hunt group announcement station, set to play a greeting when the announcement timer expires. However, if the caller decides to stay on the line, the call will remain in queue.

The real solution is no one goes home until all calls in queue are answered.

Ratata #600200 04/25/16 07:15 PM
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No overtime time pay here. I tried the STAR application, but it won't work because it's hanging up the call.

Ratata #600232 04/26/16 02:46 PM
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Set the recall timer to go an extension/phantom that has a day and night forwarding option.
Day, back to the queue or whatever.
Night to the night greeting.
(The people who sat in the queue for a while who then end up hearing "Bye, we closed while you were waiting!" will probably get annoyed.)

Ratata #600233 04/26/16 03:30 PM
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That’s a very poor solution. When the hunt group recall timer expires during the day, calls in queue will lose their place in line and go back to the beginning of the queue. The result will be very excessive wait times and pissed off customers.

Ratata #600236 04/26/16 04:06 PM
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We already have too many pissed off customers for the wait time, we don't need more jajaja. For the moment I told the manager that the system can't do it because it's 100 years old, but if you guys have and idea that may work, I'll be more than happy to try it out.

Thank you.

Ratata #600241 04/26/16 06:37 PM
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The age of the system has nothing to do with it. The call has been answered and is being routed correctly. This is a management issue, not a technology issue.

For example, our night greeting comes on at 4:30. Our call center is staffed until 5:00, so paying customers already in queue will have their calls answered promptly and orders processed.

Ratata #600249 04/27/16 02:57 PM
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I told management about that option to put the night greeting comes earlier and I was told that by some kind of law we can't do that.

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