Hunt Group Priority Question.

[skk391]

Hi All,

I have 5 Hunt groups configured on my IP office 500. If we have calls queuing against all 5 Hunt groups is there anyway I can give a hunt group a greater priority ? For example always pass calls pointing to Hunt Group A to configured agents before passing calls from Hunt Group B,C,D etc

Thanks

 

[hairlessupportmonkey]

Priorities only work for multiple calls to the one huntgroup.

So, if you have 5 DDIs pointing to Main

E.G:
1 DDI could have a High Priority
and the rest can have a mix and match of other priorities.

This might be useful for VIP customers or a number advertised as part of an ad campaign.

here is the help file definition.

Priority: Default = 1-Low. Range = 1-Low to 3-High.
This setting allows incoming calls to be assigned a priority. Other calls such as internal calls are assigned priority 1-Low.

· In situations where calls are queued, high priority calls are placed before calls of a lower priority. This has a number of effects:

· Mixing calls of different priority is not recommended for destinations where Voicemail Pro is being used to provided queue ETA and queue position messages to callers since those values will no longer be accurate when a higher priority call is placed into the queue. Note also that Voicemail Pro will not allow a value already announced to an existing caller to increase.

· If the addition of a higher priority call causes the queue length to exceed the hunt group's Queue Length Limit, the limit is temporarily raised by 1. This means that calls already queued are not rerouted by the addition of a higher priority call into the queue.

· Release 4.2+: A timer can be used to increase the priority of queued calls, see System | Telephony | Telephony | Call Priority Promotion Time.

· Release 4.2+: The current priority of a call can be changed through the use of the p short code character in a short code used to transfer the call.


ACSS - SME
General Geek

 

[skk391]

Thanks for the reply. Your reply sort of makes sense to me. I usually work on Nortel / Avaya Option 11c with CC6 so not got much working experience with the IP 500. One the the Hunt Group ( the one which now needs to be high priority) has one DDI in the hunt group. This hunt group will now pass over live / fresh customers and we need to make sure that agents pick these calls before any of the other hunt groups. I have increased the priority of that DDI- to High, but I dont think this will solve my problem because its the only DDI in the hunt group.

 

[Gunnaro]

So what you're saying is that you have 5 Hunt Groups with separate DDI's, but Agents are the same for all Groups?

If so, you could make a button "Priority" Hunt Group and have the agent pick from it when alerting.

Kind regards

Gunnar

________________________________________

Oh, for fox sake!

 

[skk391]

Thanks guys,

ha ha "have the agent pick from it when alerting " you must be joking. Our agents will just sit there all day given half an opporunity to do so! I need something on an admin level, rather than leaving it to our agents. Yeah we have hunt groups with separate DDI pointing to them and agents configured across all hunt groups. So agent 'John Smith' will have all 5 hunt groups assigned to him. We want Calls from Hunt Group A to take priority over the other Hunt Groups.

 

[Gunnaro]

Not joking, the calls will still ring, but to override the other calls, you have a button to select that queue who you have defined as prioritized.

If the workforce is lazy, better exchange them with someone that cares about their jobs.

One other option is to put them in a single Hunt Group, then you can assign priority with ICR, but I guess there is a reason for having 5 different Groups?

Kind regards

Gunnar

________________________________________

Oh, for fox sake!

 

[hairlessupportmonkey]

So use the overflows and priorities to create a decrease in the the priority of the call over time.

This is how I might do it.

* All DDIs to one call centre group.
* Set a priority on the ICR / DDI you want to prioritise so those calls always get to the head of the Queue.
* Set the first group to a Longest Wait group to distribute the calls evenly among the agents.
* Then set up a cascading set of overflows to all the other groups and set these to collective ring. These then become lower priority calls because they will always be at the bottom of the queue and will most likely overflow first. Some timer tinkering will be required.
* Set a TAG on the ICR for the DDI to replace what might have been hunt group name (per your original setup). This TAG will follow the call through to the end. Useful also for reporting purposes. Call centres work better this way rather than lots of groups with lots of DDIs pointing to them.

Effing genius if you ask me....

ACSS - SME
General Geek

 

[IPGuru]

1st your have your terminology backwards (probably because of your Nortel history) hunt groups are not assigned to agents, agents are assigned to hunt groups
likewise DDI's are not 'in' to hunt groups.
this is minor but can confuse the questions when you are asking them

as I now understand things you have 5 DDI's, each rings to a separate hunt group, each hunt group contains the same agents.

simply set the priority of DDI 1 high & leaqve all the others low.
depending on the setting you may want to set the groups to allocate on answer rather than allocate on alert.
this should force calls on DDI 1 to the top of the queues.

You also have a 2nd major problem.

ha ha "have the agent pick from it when alerting " you must be joking. Our agents will just sit there all day given half an opportunity to do so!

this cannot be resolved at the PBX level but needs intervention form HR, in the UK issuing a few P45's is known to be very effective at motivating the remaining employees into doing what they are paid for



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