ACD and NCFW call flow.

[OpethBWP]

I have a siatuion where I need the following to take place. Keep in mind this is strictly an acd envt with no symposium .

need hunt group 1234 backed up by group 6789, when no agents are available in group 1234. if noone is available in group 6789, call should roll to night bell(4321). last resort, roll to VM 6789

SO the way I see this request is:
1. Hunt group 1234 roll to 6789 if no one logged in
- have this done by setting NCFW for 1234 to 6789
2. 6789 rolls to night bell(4321)
- would think the same approach should work
3. if no one answers night bell roll to 6789 vm.


I seem to be getting stuck on step 2. I figured i could set it up the same way and NCFW 6789 to night bell but that just rings directly to VM.

Any suggestions ?

 

[jamie2]

Can you post your TN for the night bell?

 

[johnpoole]

ncfw is not a hunt feature, if no one is logged into that acd group, ncfw rings..

but if station a is busy or no answer, fna hunt to night bell, bell is hunt and forward (fna sfa) to another target.. that call flow will work, pay attention to marp rules and remember that 3 is the limit for fna.. hunt limit is 31 stations..

john poole
bellsouth business
columbia,sc

 

[OpethBWP]

OK I see so you are saying..

1234 FNA to 6789
6789 FNA to night bell
night bell NCFW to vm?

 

[OpethBWP]

Wanted to say

1234 FNA to 6789
6789 NCFW ring Night bell
if no one answers night bell rolls to VM.

 

[wolfi24]

Night bell FNA to VM

Wolfi

 

[johnpoole]

then make the night bell voice mail remote notification call the supervisor at home.. (or not)

john poole
bellsouth business
columbia,sc