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I am running Axxess 11 and I am looking for ways to improve some of my hunts.

Here is my current setup.
DID goes right to the Hunt.
The hunt is Agent based picking agent by idle time.
The caller hears ringing.
Timers : 10 sec no answer, 15 sec anouncement, 30 sec recall
Anounement has please hold message and times out a diffrent hunt.
Recall also dumps them into the other hunt (in case the anounement did not work.

The 2nd hunt has hold music and basically keeps the caller in the hunt forever with a repeating anouncement ever 15 sec.

My question is:
Is there any way to have a smarter hunt where it moves to the anouncement / other hunt faster if all agents are busy?
I only see time options no logic options.

Is there a 3rd party product I can add to accomplish this?

Thank you,
Adam

First off your Announcement should not timeout at a hunt group. If you want the caller to exit the group after a specific time, use Recall.

The PBX has no option for routing hunt group calls based on the state of the group, only time. Intelligent Router is part of a software suite called Contact Center Suite or Customer Service Manager (depends on the version you have). It can route based on almost anything as it is a rules-based routing engine. So you could say:
If it's a Monday AND a caller dialed a certain DID AND they end up queuing to the Sales Group AND the average wait time in that group today is over 30 seconds AND there are no agents currently available, send them to the backup group.
You can email anyone when a call is abandoned, with the time\date of the call and the caller ID\name, what DID they called and how long they held before giving up in the body of the email.
You can send incoming callers to the last agent that handled their call. If that agent isn't available, you can send the caller to the VIP group.
It can email when an agent is logged in but has bee in DND longer than 'X'.

That sort of thing. It's pretty wide open, though it does need to adhere to PBX call handling rules (for the most part).

Point the DID to a CRA that says thanks for calling, the next available agent will take your call. Caller then hears MOH right from the beginning, and doesn’t count the number of rings before someone picks up.

Keep the call in one ACD. Bouncing between hunt groups screws up the position in queue and the agent idle timer.

If you want the caller to be greeted quickly, keep your announcement timer real short, like <6 seconds. This way if an agent is not available to grab that call on the first ring, your system will answer and get them politely into queue. DON'T send it to another hunt group or you'll just screw up your stats/reports. Use the recall timer and destination to move calls to backup or additional coverage agents, or to periodic message to ask them to continue to hold.