Show Posts
1
MiVoice Office 250/Mitel 5000 / rolling incoming calls from one hunt group to another if no agents available
« on: November 01, 2017, 11:24:11 AM »
Greetings all,
I have a question regarding hunt groups on the Mitel 5000, specifically having a call roll from one hunt group to another. I need calls to a certain DID (one example, the line for our Puerto Rico customers) to try for an agent in Hunt Group 1 (call it HG 100), and if no agents are logged in or available, roll over to another Hunt Group (call it HG 200).
In this example, Spanish-speaking agents … if I have 5 bi-linguals in the HG 100 Agents list, but none of them are on duty, I’d like the calls to our Puerto Rico DID to check for agents associated with HG 100, if none are logged on then roll the call to HG 200.
I’ve tried to accomplish this with the “Overflow” and “Recall” timers from HG 100 pointing to HG 200, but we are seeing some strange effects. Calls are getting “stuck” and ticking up our “Longest Holding” stats despite an agent from HG 200 being on the line with the customer. Also, an agent on HG 200 will be on the phone with a Puerto Rico customer, and the call will transfer to another agent. Seems very strange, bad customer experience and I suspect this is due to my inexperience with programming the switch.
Does anyone have advice on a less problematic approach to making this rollover happen “cleanly” when an agent is not available for HG 100? Thanks in advance.
I have a question regarding hunt groups on the Mitel 5000, specifically having a call roll from one hunt group to another. I need calls to a certain DID (one example, the line for our Puerto Rico customers) to try for an agent in Hunt Group 1 (call it HG 100), and if no agents are logged in or available, roll over to another Hunt Group (call it HG 200).
In this example, Spanish-speaking agents … if I have 5 bi-linguals in the HG 100 Agents list, but none of them are on duty, I’d like the calls to our Puerto Rico DID to check for agents associated with HG 100, if none are logged on then roll the call to HG 200.
I’ve tried to accomplish this with the “Overflow” and “Recall” timers from HG 100 pointing to HG 200, but we are seeing some strange effects. Calls are getting “stuck” and ticking up our “Longest Holding” stats despite an agent from HG 200 being on the line with the customer. Also, an agent on HG 200 will be on the phone with a Puerto Rico customer, and the call will transfer to another agent. Seems very strange, bad customer experience and I suspect this is due to my inexperience with programming the switch.
Does anyone have advice on a less problematic approach to making this rollover happen “cleanly” when an agent is not available for HG 100? Thanks in advance.