Hello All,
I am having a strange issue with coverage paths that lead to hunt groups.
I have a hunt group setup for our Contact Center. It's worked fine up until we switched to IP phones. Now we are having an issue with the zip tone preceeding a ACD call. If someone calls the main number and is passed to an agent, it works fine. Zip tone plays.
The contact center workers do not have personal voicemails, so there is a coverage on each phone that just passes the call into their hunt when they do not answer. This is where I am having the issue. If someone calls a contact center rep directly and they do not answer, the call is passed into the hunt and to the next available agent. The tone is NOT playing then. I'm using 4610 IP phones with the latest firmware.
This was never an issue on the 8410 digital sets so I thought maybe I'm missing an option somewhere for IP which is still new to me. Thanks in advance!
I am having a strange issue with coverage paths that lead to hunt groups.
I have a hunt group setup for our Contact Center. It's worked fine up until we switched to IP phones. Now we are having an issue with the zip tone preceeding a ACD call. If someone calls the main number and is passed to an agent, it works fine. Zip tone plays.
The contact center workers do not have personal voicemails, so there is a coverage on each phone that just passes the call into their hunt when they do not answer. This is where I am having the issue. If someone calls a contact center rep directly and they do not answer, the call is passed into the hunt and to the next available agent. The tone is NOT playing then. I'm using 4610 IP phones with the latest firmware.
This was never an issue on the 8410 digital sets so I thought maybe I'm missing an option somewhere for IP which is still new to me. Thanks in advance!