sundance-communications.com Forums Telephony Discussion Phone & VoIP Systems Inter-Tel Telephones & Systems Hunt Group and Call on Hold

Running Access 9
I have a standard hunt group, not ACD.
If a station that is part of the hunt grop puts a call on hold they then make themselves avaible for a new call and end up with two calls on their phone.

Is there a way to avoid this?
Can the station be set to auto DND if on hold or something?

Or can I turn the station into a single line keyset so it cannot receive more than on call at a time?

Thank you

The only way to accomplish this would be with an ACD hunt group and enable Wrap Up Mode For Holding ACD Calls. This is a global setting that would apply to all ACD hunt groups.

Otherwise, the station will be considered idle and another call will be presented.

No such thing as a single line keyset.

Ok I will change to an ACD hunt and try tnx.

What else does an ACD hunt do for me over a basic hunt?

And what do I loose if anything by going to an ACD hunt?

Is there an issue is logging in/out?

We have all our hunts as station hunts and I dont know why we chose that method.

ACD gives the added option of selecting how calls ring in, particularly Longest Idle. I’m not a great fan of Balanced Call Count.

You also gain flexibility in agents being able to log in and out of specific hunt groups instead of the replace/remove option with UCD. Agent IDs provide even greater flexibility.

With additional hardware and software, you can get detailed ACD reports and live status.

You don’t lose anything by going to ACD and the only issue with logging in is training. Also, if the system is rebooted agents normally get logged out. Something to keep in mind during maintenance.

You’ll need the license for ACD Hunt Groups to proceed.

Oh how can I verify if I have the proper license for ACD hunts?

I tested a few and they work.
Is it a license based on number of agents or just a license to have the fuction?

Thank you.

Oh how can I verify if I have the proper license for ACD hunts?

I tested a few and they work.
Is it a license based on number of agents or just a license to have the fuction?

Thank you.

The licensing can be found in DB Programming. It's been a while since I've used V9, but the current version has it in the programming tree near the top.

ACD also allows you to give each individual an Agent ID separate of their extension. Try not to fall into the trap of giving them the same Agent ID as their extension. It is "easy" for the user, but makes it impossible to track over a period of time. Especially if you have a high turn over rate.