dhumes0524,
Since DND ON already gave you the first piece of the puzzle I will explain the remaining. However Pressing F1 while in the Hunt Group will provide you with more detailed information this will be more general information.
I want our inbound calls to our receptionist to stack up while holding on her to be available
- Both ACD and UCD Hunt Group can do this.
I would like them to hear our announcement when the receptionist is already on a call
- There are two options for this:
--Announcement is a single instance and can be used to go to a recording as soon as they enter the Hunt Group (ACD or UCD)
--Overflow is a repeating instance that can be use to go to a recording with options and will repeat on its timer; set its timer to 30 seconds. IF there is an Announcement then the first time will be longer as its timer won't start until after the Announcement is over.
Then hold music for ~30 sec
- MoH is dependent on how it is setup in the system, but when looking at the Hunt Group you have 3 options for callers.
--Audio for Calls Camped onto this Device: This is what users will hear in between going to the Announcement or Overflow
--Audio for Calls Ringing this Device: This is the initial audio hear when call first get to the Hunt Group while waiting for Camp-On. I would set this to Silence.
--Audio for Camped-On Announcement Calls: This is the audio they will hear as they go back and forth between Announcements.
It seems to mostly be working setup as ACD right now, except that they hear a busy tone for 3 seconds when the call is picked up by the system, then 15 seconds of hold music, then the announcement message. I would prefer to eliminate the busy tone for 3 seconds, and have the announcement pick it up immediately when she is on the phone already.
Alright, so what I would do for initial testing is to send the caller to a Call Routing Announcement that has no messages playing and times out to your Hunt Group Extension.
I would set the Announcement timer of the Hunt Group to 1 second and set the Announcement destination to a Call Routing Announcement that plays a hold message and times out to Hang-Up
I would then set the Overflow timer to 30 seconds and set the Overflow Destination to a Call Routing Destination that plays the Hold or Press 0 message and times out to Hang-Up; obviously set 0 to go to the Mailbox you want it to go to.
Thanks,
TE