sundance-communications.com/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Avaya RCS, call hunting

I have a client that has an 800 number that is for customer service. They would like that 800 number to ring in on three different lines but only one at a time.

They would like one phone to ring, if no one anwsers to go to the second, if no one anwsers that they would like it to go to the third, and finally if no one anwsers there for it to go to extension 30.

This is my first time working with an avaya phone system, and no one at my company knows much about them. If anyone could explain to me how to do this or point me in the right direction it would be greatly appreciated.

-Jordan

They would like that 800 number to ring in on three different lines but only one at a time...
They would like one phone to ring, if no one anwsers to go to the second, if no one anwsers that they would like it to go to the third, and finally if no one anwsers there for it to go to extension 30.

Are we talking about LINES or EXTENSIONS here??? Is there a messaging system? If so what?

-Hal

Yes a little more info would be helpful. Sounds like you have the 800 coming in and you want it to hunt to 3 different stations until answered but more info would be helpful before we give suggestions.

Also does this 800 come in on the locals ,if so it will follow the co hunt group or is it a stand alone?

Sorry, the 800 number comes in on analog line port 3 and needs to hunt to extension 15 for 3 rings, then 17 for three rings, then 19 for 3 rings, and finally if no one anwsers any of those ring at 30.
I think that I need to set up a hunt group to get this to work however I am not sure about the codes. I also need to know how to get it to forward after 3 rings to the next extension.

Does this make more sense? Sorry I'm a noob at this stuff.

#505 group 1-6 as group 7 is for VM ports only

and #206 for the line of that hunt group

I'm not entirely sure that you can build that kind of coverage path with a Partner ACS. However, this forum is loaded with Partner experts and I'm sure someone will have a solution for you.

I wanted to point out that with three rings at four coverage points, your caller could potentially hear ringback for well over a minute before someone answers the call (72 seconds, actually). As a courtesy to the caller, you might want to consider a different arrangement for handling the toll-free calls.

I am not sure about the codes...

Full documentation for your ACS is available for download on the Avaya site.

I also agree with Dagwood. 3 rings per extension is going to seem like an eternity. Actually if an extension is in use the hunt will "skip over" that extension. I would put a DND button on each extension in the group and instruct the owner to always put it on when they are away from their desk. With DND on that extension will be skipped.

-Hal

You can build it with the 505 and 206 but as was pointed out it would seem a long wait for the caller.

You could also set that line to ring on those stations, perhaps the main station with direct and the others with delayed, the call would get answered sooner that way as well.

Ok, after speaking with my client more they redefined what they wanted.

When customers call in they are advised to dial extension 30 for customer service, when they dial that extension it goes straight to the customer service voicemail.

What they want to have is so that a customer after calling in can dial ext 30, which will then ring to the 3 phones mentioned previously, and if no one answers after 3 rings they would like it to go to the customer service voicemail (ext 30).

I currently have the 3 phones set up in a Hunt Group, but dont know what to do after that.

The voicemail looks like a pcmcia card that goes into a slot on the phone system, not sure of the version.

Is this even possible with this phone system?

No, you're extremely limited with that particular voice mail, and by hunt groups in general on the Partner.

Partner Hunt Groups are circular, so you can't control the entry point of every call sent there. So if you put 15, 17, and 19 in there, and 15 answered the 1st call, the next time you send a call to the group, it's going to ring at 17 even if 15 is idle.

It would be better to use a Calling Group and have them ring simultaneously.

Unfortuntatly, that voice mail does not offer you coverage for unanswered group calls.

You should be looking at Partner Messaging, and an Avaya Business Partner to implement it.

Alternativly, look at 3rd party voice mail, such as DuVoice, which can do supervised transfers. Perhaps it could be set to transfer to the 1st extension, and if not answered, retreive the call and transfer to the 2nd extension, if not answered retreive and transfer to the 3rd extension, and finally, if still not answered, retreive and connect to a mailbox.

Get someone experienced with the system involved, or change the customer's expectation of how to handle the calls.