Hunt Group Call Coverage (Receptionist Call Flow) 1

[gbwall63]

Can someone tell me how to provide 'call coverage' for hunt group calls?

I am trying to implement coverage for the receptionist.

Here's the call flow that I am trying to implement for inbound calls:

- All inbound calls go to the receptionist's phone first.
- After 10 seconds, the admin assistants' phones ring (along with the receptionist's phone).
- After 20 seconds, the call goes to auto attendant.

I have added a coverage button to 4 other extensions that cover the receptionist's extension. This works perfectly for calls that are dailed directly to the receptionist's extension but does not work for hunt group calls.

Any ideas?

 

[CLWINGET]

You must:

1) Create a HUNT GROUP in MANAGER - let's say 'RECEPTION' and give it a unique extension
2) Add a MEMBER (the 'receptionist')to the RECEPTION HUNT GROUP
3) RECEPTION (HUNT GROUP) - In the text field 'ALLOCATED ANSWER INTEVAL (secs) - input 10
4) RECEPTION (HUNT GROUP) - HUNT TYPE - select LINEAR (radio button)
5) RECEPTION (HUNT GROUP) - OVERFLOW TIME - input 10
6) RECEPTION (HUNT GROUP) - You may also want to select 'CALL WAITING ON' which will give your 'Receptionist' the ability to answer multiple calls simultaneously
7) RECEPTION (HUNT GROUP) - go to your VOICEMAIL tab - and select 'VOICEMAIL ON'
8) RECEPTION (HUNT GROUP) - make sure QUEUING tab - that 'Queuing On' is deselected
9) Create a new HUNT GROUP - Say 'BACKUP' - give it a unique extension number, add all the members in the 'EXTENSION LIST' that need to be a part of that group - and also the 'Receptionist' - and select which HUNT TYPE you prefer - make sure 'ALLOCATED ANSWER INTERVAL (secs) is set to 10 - make sure in the VOICEMAIL TAB - voicemail is deselected - as well as the QUEUING tab - queuing - deselected
10) Go back to the RECEPTION HUNT GROUP - and add 'BACKUP' HUNT GROUP in the 'OVERFLOW GROUP LIST'

Save and Merge.

Now - you must go to Voicemail Pro Client (assuming that is what you have) - you must go to the top left under SPECIFIC START POINTS>GROUPS - you must 'Add' a new HUNT GROUP (right click on GROUPS) - type in RECEPTION (exactly the way you spelled it in Manager) - and select the button 'LEAVE'

Now you have a start point - called GROUP>RECEPTION>LEAVE

From the 'Basic Action' in Voicemail Pro client - drop it down and select 'GO TO' and place it anywhere you want in the start point GROUPS>RECEPTION>LEAVE

Use your connector tool and connect the start point to the GO TO action

Double click on GO TO and select the SPECIFIC TAB - click on the little box to the right (text field says 'please select a node to go to') - find your Auto Attendant greeting - select it - hit OK - OK - SAVE AND MAKE LIVE.

That should be it.

 

[gbwall63]

CLWINGET,

Thanks for your very detailed response.

I know this works but I was specifically trying to use the "call coverage" method so that the receptionist's coverage calls would indicate on a different button on the assistants' phone. This will allow the assistants to quickly see that they are covering for the receptionist and answer with the business name accordingly. Without such an indication, the assistants cannot tell the difference between an external call that was transfered to them by the receptionist and an external call that they are answering for the first time.

Do you know of another way to accomplish this?

Thanks,

--- Brent

 

[janni78]

They should see the difference as if the call has overflowed to them they should see the caller and Reception Group Name on the display and if it is a transfered call the see the caller and who made the transfer.