We have a request from a customer that is causing some issues to implement. Wondering if any of you could shed some light on a solution?
What was requested from the customer: they have a main group of users who are taking calls, who they would like to balance out the calls between. The company has a number of different schemes, each of which have their own DDI to call through to. The call comes through to the relevant auto attendant then depending on the option will transfer to a ring group and present the scheme name to the recipient which is the ring group name. We have setup a number of nupoint call flows for each of these numbers to come into.
Essentially, to split the calls up so that the end recipient of the user in the group is able to see the name of the scheme that the caller has come through to, there has been a number of ring groups setup which are exactly the same, in terms of configuration and members just with the name of the ring group changed to the scheme name.
The groups that have been created are "circular cascade ring groups" to balance out the calls evenly between users, however with all of these groups containing the same members, and external calls coming into different groups, we believe that each ring group is following its own cascade order. Where as this isnt necessarily an issue with the ring groups themselves, it is meaning that there is an inbalance of calls coming through to users in those groups because of the amount of different groups.
What we would like is to have a single cascade ring group for each department and have some way of the end user knowing which scheme a caller has come through to. We have tried doing this by using multiple named ACD paths which point through to the same ring group and also by a namedtag hunt group pointing to the same ring group. However this always presents the ring group name to the end user rather than the name of the ACD path or nametag hunt group.
Additional info, they do not have ACD licenses and they have a call logger which will use the SMDR info where they will need the ability to report on missed/answered calls to certain schemes.
