Hunt Group RONA with only 2 Members 3

[Toni269]

I have a hunt group with only 2 members. They want it ring an agent 3 times, then check the other agent 3 rings then route to a VDN. I have tried makeing several changes, DDC, UCD-MIA but it will only route to one agent for 3 rings then routes to the VDN. When I remove the VDN # it routes 3 rings to each agent then sends me into orbit.

Group Number: 5
ACD? y
Queue? n
Group Extension: 7014
Vector? y
Group Type: ucd-mia
TN: 1
COR: 1
MM Early Answer? n
Security Code:
ISDN Caller Display:
Expected Call Handling Time (sec): 180
AAS? n Acceptable Service Level (sec): 30
Measured: internal
Supervisor Extension:
Controlling Adjunct: none
VuStats Objective:
Timed ACW Interval (sec):
Multiple Call Handling: none
Redirect on No Answer (rings): 3
Redirect to VDN: 7019
Forced Entry of Stroke Counts or Call Work Codes? n

 

[netcon1]

Wont work. Turn queing on and use a first or second announcement recorded announcement to achieve the same result.

The caller queus to the hunt group and gets answer by the first available agent. If the agent leaves his/her desk and does not log off or go into aux work, then the RONA feature will put the agent in aux work and direct the caller back to a VDN.

Because there is only two staff in your call centre, the scenario you have suggested would be better handles by pointing the caller to a phantom station with coverage to the first agents extension and after 3 rings covers to the second point of coverage. The second persions extension.

In a queuing environment with two agents in one queue you can only direct the caller to an available agent. Where RONA is concerned you may want to redirect to a separate VDN that points to a vector with queuing to another hunt group or the same one at a higher priority or at a top priority. Here the caller at least has a chance to get an agent and not be put back at the bottom of the pecking order.

Netcon1

 

[G van Hamburg]

You can try this:

Give the huntgroup a cov. pa. and put the same huntgroup in it.
If you have up to 6 members, put the same huntgroup in the cov. pa. 6 times.

Ip set to ucd it will go to cover and take the next one.

 

[phonesrus]

Other alternatives
1) Remove both users from hunt group: Set a new cover path on the hunt group with user A as first, user B as second and vector as third cover. this way it will follow sequence. If both users are busy, and don't answer the call (set their phones for continious ringing, not single) then the calls go to the vector for reprocessing..
or
2)Keep only one user in the hunt group, set a cover path with a cover answer group with both users in the c/a gp. as point 1, set the same c/a gp. as the second point and the vector as the 3rd point. a cover answer group rings all administered users at the same time, whomever grabs the call first gets it.
The nice thing about a PBX is that you can build a seperate user sceneario and test it until you get the result that you are looking for, without using the users as guinea pigs.
Good luck!