questing regarding incoming DID Names

[mrmo]

Hi there
Quick question about incoming DID name on an E1 link on a 5000 running 6.0 software.

We have a scenario where multiple DIDs ring one group .
The DID names show as Company 1 and Company 2 etc
How can users proactively select the call they want to answer in the event of company 1 and company 2 calls coming in at roughly the same time.
for example it may be more important to answer company 2 calls first.
Is this possible?
Should we have multiple hunt groups ?
Does hunt group priority work?


Thank you in advance

[dwayneg]

Wow, so many options.  If company A is always more important than B, HG priority will get the job done.  Otherwise if you're using HGs the agent will only see one call ringing at a time...next call goes to a different agent so first agent doesn't have a choice to pick it up.  Even a CTI app like Xarios won't help, because again each agent sees only one call at a time.
If you're using all-ring HG here's a solution for you: create two HG, one for A, one for B.  Only member of group A is PHANTOM EXT X, only member of HG B is PHANTOM EXT Y.  Put secondary call keys on agents' phones representing X and Y.  When a call comes to the group. corresponding button on agent phone(s) will flash and phone(s) will ring.  Agent presses button to answer call he wants.  I've sometimes done this with one or more "regular" HG plus one or more "phantom" HG.

[Tech Electronics]

Dwayneg,

The only thing that jumps out at me on your solution is the use of Secondary Extension Keys on multiple phones. Let's say that 3 agents press the button at the same time the first one to press it gets the call the next one rings the extension since it is a DSS/BLF and the last one then answers the second agent and they wonder why they are talking to each other. Depending on call volume this may not pose a problem, but it will happen sooner or later so just be aware and manage the customers expectations and known issue and all should be good.

Thanks,

TE

P.S. Personally I would go with creating [2] Hunt Groups with the same member list in each one and set one Hunt Groups Priority Higher than 0. Any calls that are in the Higher Priority HG will be offered to the next available agent before any calls in the Lower Priority HG. Then just route your DID/DDI to the correct HG and you are good to go.

[mrmo]

Many thanks for the fast and detailed replies very much appreciated.
Will try the hunt group priority scenario.
The phantom idea sounds great but not sure if it is scalable as for example if they increase to 10-20 company names so it wont be practical to have them all on keys.
In the case of 10 DID names I am assuming i will create 10 hunt groups with the same members but all with different priorities?

[Tech Electronics]

mrmo,

Yes, if you are routing according to priorities then you do need to create a Hunt Group for each one with a different priority and as you stated all the Hunt Groups would have the same members.

Remember priorities go from 0 - 75 and the higher the number the greater the priority it has and it will be offered before lower priority Hunt Group Calls.

Thanks,

TE

[mrmo]

Wow, so many options.  If company A is always more important than B, HG priority will get the job done.  Otherwise if you're using HGs the agent will only see one call ringing at a time...next call goes to a different agent so first agent doesn't have a choice to pick it up.  Even a CTI app like Xarios won't help, because again each agent sees only one call at a time.
If you're using all-ring HG here's a solution for you: create two HG, one for A, one for B.  Only member of group A is PHANTOM EXT X, only member of HG B is PHANTOM EXT Y.  Put secondary call keys on agents' phones representing X and Y.  When a call comes to the group. corresponding button on agent phone(s) will flash and phone(s) will ring.  Agent presses button to answer call he wants.  I've sometimes done this with one or more "regular" HG plus one or more "phantom" HG.

Hi Dwayneg
many thanks for your advice
went with your scenario of phantom keys and it met the customer needs
Much appreciated all