Disable transfer callback?

[jkupski]

I'm trying to establish a sequential hunt group that is designed to reach _somebody_ in just about any situation (the list of DNs is pretty long...)

The problem I'm running into is that when you dial the HG number from the auto attendant, the call will fairly rapidly fall out of the hunt group and back into the AA. This seems to be the result of the transfer callback feature. The maximum for this feature appears to be 12 rings, which isn't enough for our purposes. Is it possible to disable this completely? If not, can it be worked around?

 

[clidpri]

no you are stuck with 12
even if you make another hunt group with same stations assigned and use that hunt group number as the overflow you will still only get 12 rings

they need basic call center, at least the caller will set in Q till someone can take the call
they can sit there for ever if you want.

 

[clidpri]

basically that's all the caller is doing now is listening to a ring back till someone can take the call or like you said get kick back to AA
with a call center setup at least the the caller can listen to some MSG'S and music if connected to the system or even a farting cd i mean ,hell i dont know, that's what i would do

 

[clidpri]

you can always make a mail box and have the caller go there after 12 rings and then have a msg saying press *707 and start over again, but that would be ________.

I still like the call center thing

 

[clidpri]

plus if you have that many DNs that are in the group, i dont know how long the list is
you would need the Enhanced Call Center with 50 agents
if you have more agents that then you make another skill set use it for over flow
you get 32 skills with Enhanced Call Center
i wouldn't see where you would need more than that
if you did i would be looking at an option 81C with all the goodies

Basic Call Center you only get 2 skills
and 10 agents

 

[clidpri]

but if you have a CP 100 you can not do enhanced

 

[clidpri]

here's a work around if you have a pri with extra DID's
make a path number in CCR, to external transfer to the DID's traget line number. now it's out of the AA hands.
and assign that target line number to the hunt group.
set Q time to 180 sec. i think that will give you about 36 rings

 

[jkupski]

clidpri,

I think the DID idea is probably going to be my best bet (I do have some spares.) I really don't want to have to screw with Call Center (and all of the implied overhead) for this, and 12 rings just isn't long enough for the size of the HG.

For anyone wondering why we're doing something that seems so... misguided, we have some customers complaining that they can't get hold of a warm body during business hours. The idea is to use the hunt group(s) to keep escalating up the org chart (to the GM if required) until someone answers the damn phone. My suggestion that we require people to forward their phones when away form their desks and/or actually respond to their voice mails was viewed as unhelpful.

 

[RikRodgers]

Make sure they understand that most people won't listen to ringing indefinitely. Most hang up after 6 or 7 rings.

With Call Center, people could at least log in to get the calls. That way, if one person is away from their desk, they wouldn't have to wait for the call to ring down to the next set.

You could also make the hunt group Broadcast, with the GM as overflow.

 

[jkupski]

I already brought up the length of time the customer will not hear anything other than "ring..." and was assured that isn't a problem (I'm sure that tune will change inside of a month, but for now I need to move forward as if there's no problem.) I also suggested a broadcast hunt group, but based on the structure that was presented to me, it really does need to be sequential.

As far as call center, the cynic in me says that if we could teach our people to reliably log in/log out of the call center, we wouldn't need this hunt group solution--they'd be forwarding their phones and returning their voicemails...

 

[clidpri]

jkupski,
Thank you
I know were you are coming from i've seen it many tims
good luck to you!

PS: all i have to say about, if we could teach our people to reliably log in/log out. (is oh my god i could quit drinking)