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Author Topic: Silence calls made to hunt group when user is on the phone  (Read 6505 times)

Offline cholzhauer

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Silence calls made to hunt group when user is on the phone
« 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?


Offline Tech Electronics

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Re: Silence calls made to hunt group when user is on the phone
« Reply #1 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

Offline cholzhauer

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Re: Silence calls made to hunt group when user is on the phone
« Reply #2 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

Offline Tech Electronics

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Re: Silence calls made to hunt group when user is on the phone
« Reply #3 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

Offline cholzhauer

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Re: Silence calls made to hunt group when user is on the phone
« Reply #4 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.

Offline Tech Electronics

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Re: Silence calls made to hunt group when user is on the phone
« Reply #5 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

Offline dwayneg

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Re: Silence calls made to hunt group when user is on the phone
« Reply #6 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?

Offline cholzhauer

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Re: Silence calls made to hunt group when user is on the phone
« Reply #7 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.

Offline cholzhauer

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Re: Silence calls made to hunt group when user is on the phone
« Reply #8 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.

Offline dwayneg

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Re: Silence calls made to hunt group when user is on the phone
« Reply #9 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.

Offline Tech Electronics

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Re: Silence calls made to hunt group when user is on the phone
« Reply #10 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

Offline cholzhauer

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Re: Silence calls made to hunt group when user is on the phone
« Reply #11 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

Offline Tech Electronics

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Re: Silence calls made to hunt group when user is on the phone
« Reply #12 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

Offline cholzhauer

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Re: Silence calls made to hunt group when user is on the phone
« Reply #13 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

Offline dwayneg

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Re: Silence calls made to hunt group when user is on the phone
« Reply #14 on: October 23, 2014, 01:06:14 PM »
Sounds like you don't have full programming access, see pic below:


 

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