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Mitel Forums => MiVoice Office 250/Mitel 5000 => Topic started by: cholzhauer on October 22, 2014, 09:00:56 AM

Title: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 22, 2014, 09:00:56 AM

Currently, the phone of any user logged into a hunt group will continue to ring even if they're on a call. Sales would like for the phone not to ring while they're on a call; is this possible?

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 22, 2014, 12:17:07 PM

Cholzhauer,

Are they in multiple Hunt Groups or do they have more than one path to get to their phone; like a DID?

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 22, 2014, 06:33:06 PM

They are in multiple hunt groups...one is the "main" group and the other is an overflow, one that's used if there are more calls than sales people.

They do have DID's, but they aren't used much

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 23, 2014, 07:29:36 AM

Cholzhauer,

Well since hunt groups will see the user as busy they won't send new calls to them so the calls that are ringing the phones need to be coming from a different path, such as a DID or Direct Transfer. Have they answered any of the calls to find out how they are getting to them?

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 23, 2014, 08:47:12 AM

Hi TE,

We aren't experiencing what you mentioned.  For example, if I have five people logged into a hunt group and only one of them is on a hunt group call, a new incoming call will ring on all five phones, not just the four phones that aren't busy.  If the person who's currently on a hunt group call would end the call they're on and answer the ringing call, they'll find that the call was coming from the hunt group they're logged into.

Hope that helps.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 23, 2014, 10:05:10 AM

Cholzhauer,

You don't happen to have a button that lights up showing you which hunt group the call is coming from so they know how to answer it do you? If that is the case check to see if you have that set up as a secondary extension key and if it is then you have a decision to make if you want to see the call that way.

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: dwayneg on October 23, 2014, 10:16:13 AM

Since you say all ring, sounds like rather than hunting through the members you're using an extension list to ring all extensions at once?  Have you tried turning off HUNT GROUP CAMP-ON AUDIO INDICATION in SYSTEM/PHONE-RELATED INFO/FLAGS?

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 23, 2014, 10:33:05 AM

TE: No, no button

dwayneg: Yes, I think you're right.  Without taking the fifteen minutes to open phone programming, I'm pretty sure we're using a P-List.  I'm not sure if the flag you mentioned is enabled or not...I guess I'll check programming after all.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 23, 2014, 11:02:19 AM

If I go into 5000CP>System>Phone Related Information> Flags> Camp-on Indications

It basically looks like every single extension is listed in there...this is not a flag I can toggle.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: dwayneg on October 23, 2014, 12:11:56 PM

You're not looking for CAMP ON INDICATIONS, you're looking for HUNT GROUP CAMP-ON AUDIO INDICATIONS, and you turn off by deleting users from the list.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 23, 2014, 12:29:01 PM

Cholzhauer,

Are they hearing a tone or are they actually getting ringing? The tone is just telling the hunt group members that there are calls camped on and holding in a Hunt Group they are a member of.  Hopefully that is your answer as a Hunt Group should not, as in not by design, be ringing the phone of a member if it is busy with a call or in DND.

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 23, 2014, 12:45:31 PM

Dwayneg...no dice...I don't have that flag.. I have camp on indicators and camp on to ARS

TE...yes, the phone is actually ringing like it normally would

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 23, 2014, 12:58:44 PM

Cholzhauer,

What style phone do you have? Go to System > Phone-Related Information > Flags > Hunt Group Camp-On Audio Indications and see what phones are in there.

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 23, 2014, 01:00:21 PM

Hi TE,

As I menteioned to Dwayneg, I don't have that flag...I only have 'camp on indicators' and 'camp on to ARS'

We have 5430e's

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: dwayneg on October 23, 2014, 01:06:14 PM

Sounds like you don't have full programming access, see pic below:

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 23, 2014, 01:27:38 PM

There's a way to get "full access" but I can't remember what it is (some sort of view option in the software)

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: dwayneg on October 23, 2014, 01:35:06 PM

This sounds like more of a restricted password you're using.  The option you're writing about is VIEW/ONLINE MONITOR, but I don't think that will open up any more flags for you.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 23, 2014, 01:38:22 PM

You're right, no change

To the best of my knowledge this is the only login and is the same login my vendor uses to program.  I suppose I'd better post a screen shot before I find out I'm looking in the wrong spot

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: dwayneg on October 23, 2014, 01:54:11 PM

Here's Mitel's description of the flag:
Hunt Group Camp-On Audio Indications 

This flag is located in:

System\Devices and Feature Codes\Phones\Local\<phone>\Flags.

System\Devices and Feature Codes\Phantoms & Hot Desk Profiles\<phantom or hot desk profile>\Flags.

System\Phone-Related Information\Flags.

The tone that signals a hunt group member when a call has camped on to the hunt group can be enabled or disabled. (However, the camp-on display and lamp in the CALL or trunk keys cannot be disabled.) In the default state, the tones are enabled.

 NOTE: If all phone camp-on tones are disabled using the Camp-On Indications flag, hunt group camp-on tone will be disabled regardless of the Hunt Group Camp-On Audio Indications flag setting.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 23, 2014, 02:08:42 PM

Found it, thanks

I changed Hunt Group Camp-On Audio Indications for extension 1767 and he reported no change; when on a hunt group call the phone still rang.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 23, 2014, 02:55:08 PM

Cholzhauer,

We need to figure out where the call is coming from, and I am sure it is not through a Hunt Group, but that will be difficult to do unless one of them asks how the caller got to them when they answer it. It may be that a particular number is going directly to an extension list, with those members, without going through a Hunt Group. You can look for this if you find a Ring-In destination with a P### or a PP###; like PP052.

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: dwayneg on October 23, 2014, 03:34:03 PM

These really are Hunt Group calls, not multiple ring-in?  Easy check: pick one of the phones and turn off HG calls to it (HG REMOVE/REPLACE station flag), if calls still ring there they're not HG calls.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 23, 2014, 03:49:11 PM

I'll try that.

The path is  Outside>HG 21001> Agents are extension list P0023

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: dwayneg on October 23, 2014, 05:28:40 PM

Very strange.  I just built that scenario on my lab system and HG calls only rang available phones.  If no phones were open the call gave a short alert tone if the HG Call Waiting flag was on, none if it's off.
Just for fun, to take every variable we can out of the mix, place an IC call directly to the HG, see if symptoms are the same.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: DND ON on October 23, 2014, 09:51:45 PM

Enable the system flag Wrap Up Mode For Holding ACD Calls.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 24, 2014, 09:47:07 AM

Hi DND ON...that flag is already enabled

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 24, 2014, 09:51:51 AM

TE...just tried your recommendation and the sales phones still ring.  I dialed 21001 and people who were on a call from that hunt group still had their phones ring

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 24, 2014, 11:11:57 AM

Cholzhauer,

Remove one of those members from the hunt group through either logging out of the hunt group if it is an ACD HG or use the Remove/Replace Feature Access Code or turn off the flag on their phone. Once you do that then try that test again and see if that phone rings.

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 24, 2014, 11:37:32 AM

I logged x1745 out of the ACD HG and rang 21001 (the HG in question)  His phone did not ring (as was expected)

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 27, 2014, 07:15:53 AM

Cholzhauer,

If you have them in an extension list then remove that and put them in as individual agents. This really shouldn't change how it operates, but your HG isn't working normally anyway unless I am misunderstanding how it is programmed.

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 27, 2014, 08:34:17 AM

They are in an extension list; if I put them in as individual agents, will all phones still ring at the same time?

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 27, 2014, 12:57:13 PM

Cholzhauer,

No, but if they are true ACD Agents then why would you want them all to ring at the same time?

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 27, 2014, 01:07:58 PM

TE

Just to clarify, by "ring at the same time" I meant if a call comes in, all of the phones in the hunt group ring.  The way I read your post is that if a call comes in, it just rings one single phone if I list all ACD agents instead of by plist

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 27, 2014, 01:20:42 PM

Cholzhauer,

You read correctly and let me clarify my answer a little more so you understand why. By "standard" telephony logic an ACD Hunt Group is used to distribute calls efficiently and evenly to any agents logged in. For your scenario one would normally just use a UCD Hunt Group to ring all phones and not worry about tracking calls or evenly spreading them out to the agents logged in. I suspect you are using the ACD feature for the convenience of adding and removing agents and that you are not really tracking the metrics of the Hunt Group or the agents.

So if you set each agent in as an individual and then set the distribution as Balanced or Longest Idle it should ring only the Agent that is available and either the next in line to accept the call (Balanced) or the one that has been available the longest (longest idle).

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 27, 2014, 01:27:51 PM

TE

Makes sense.  I can put that in place and give it a try.  We are doing reporting on the agents, but we're doing it through the Mitel CSM product.

Where would I set the distribution type?  When I pulled up the hunt group, a quick glance didn't reveal anything that said "distribution"

Thanks again.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 27, 2014, 01:30:50 PM

Never mind, found it. It's under "search type"

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 27, 2014, 01:37:32 PM

Cholzhauer,

So you are using CSM to track agents so maybe you are also using Intelligent Router to direct calls as well which may be introducing the issue you are seeing.

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 27, 2014, 01:39:12 PM

We're not using intelligent router.  We looked into it because of some other capabilities it offered, but it wasn't worth the price tag

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 27, 2014, 01:45:51 PM

As part of this change, ACD members normally use DND to make their phone not ring.  Will DND supersede them being logged into the queue or will they actually need to log out when they're away from their desks?

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 27, 2014, 03:16:10 PM

Cholzhauer,

Yes, DND will override the offering of calls to the agent as usual. The action of logging in and out is usually to provide metrics for the Call Center Staffing and Forcasting.

Thanks,

TE

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: cholzhauer on October 28, 2014, 09:49:40 AM

This seems to be working.  We're still working on deciding which search type is best for us, but so far it's doing what we want.  If someone is on a call the next call will ring in once or twice, but stops after that.

Thanks everyone for your help.

Title: Re: Silence calls made to hunt group when user is on the phone
Post by: Tech Electronics on October 28, 2014, 10:39:10 AM

Cholzhauer,

That should be pretty easy to figure out, but if you have questions on how each one works then let us know. Also, we may need to look at your timers as well.

Thanks,

TE