Hunt Group/Vector Question

[phvoice]

Please help - I am administering a Definity G3CSI V4.

I have set up vectors for two call center teams for this customer. In the vector I am doing a forced announcement to a "your call is could be monitored for quality assurance purposes". When calls are routed directly off the Auto Attendant (Press 1 for Service) it routes directly to a VDN that is assigned to the appropriate vector. The forced announcement plays correctly.

The problem I am having is callers can also enter in the direct extension for the hunt group, and when you do this it rings the split immediately, and the forced announcement does not play.

The group type is UCD - Vector, ACD, and Queue are all checked y. Any suggestions on how I can get the forced announcement to play when the extension number is directly called?

 

[dmoore7648]

Change the hunt group number and don't publish it. You have no vector processing when it is dialed directly and callers will only hear ringing until the call is answered. No hold music etc. Add a vdn with the same number as the old hunt group and point it to the vector. Or you could set it up in the COR so that callers can't call the hunt group number.

 

[phvoice]

Thank you for the options dmoore. I ended up changing the hunt group numbers to unpublished, and made their orginal extension numbers that everyone was dialing my VDNs for these Cust Serv group. This made the customer happy because they did not have to make any changes.