Besides Coverage Paths and Call Answer Groups is there any other way to route calls to specific telephones (or groups like agents) including getting a prompt so you can be routed to the correct group? This switch does not have the ACD customer option turned on. I do hope I have given enough information for this question, if not I will try to provide more...Thanks!
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Call routing without ACD
- Thread starter cshine
- Start date
Are the calls going to an operator? Or are you using an autoattendant?
You could have the calls go through an auto attendant, then setup coverage based on what option / extension they choose.
If you don't want to use a hunt group, you could always use a coverage answer group.
You could have the calls go through an auto attendant, then setup coverage based on what option / extension they choose.
If you don't want to use a hunt group, you could always use a coverage answer group.
- Thread starter
- #3
Thanks for the quick response. To answer your question: Using Auto Attendant, they do not have the ACD option turned on ($$$). Currently using Coverage Answer Group to route the calls to a group of phones.
If you don't or can't use a hunt group for routing the calls is there anyway to see calls in queue and then answer a call in queue if you are not part of the group?
If you don't or can't use a hunt group for routing the calls is there anyway to see calls in queue and then answer a call in queue if you are not part of the group?
If a hunt-group has a queue, anyone with the feature-button q-calls Grp: x can see the queue-info for a group. But besides hunt-groups (splits/skills) and the attendant, I don't see any other objects to which calls can be queued and answered from. Can you bee a bit more specific in what you need for your users?
Let me know and I'll try to help.
Kind Regards,
Maarten Copini
-Please let fellow members know if their post was of any help-
Let me know and I'll try to help.
Kind Regards,
Maarten Copini
-Please let fellow members know if their post was of any help-
Unfortunately Call Answer groups are not the best for monitoring traffic.
Could you used Directed Call Pickup to grab a call off of a phone ringing in the group (although the possibility exists that you could grab the wrong call).
I've been there...we had the hunt group option at my last place, but the ops manager liked call answer groups better....
Also do you use a intuity? If so you could setup an auto attendant in the intuity.
Could you used Directed Call Pickup to grab a call off of a phone ringing in the group (although the possibility exists that you could grab the wrong call).
I've been there...we had the hunt group option at my last place, but the ops manager liked call answer groups better....
Also do you use a intuity? If so you could setup an auto attendant in the intuity.
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