Messages

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MiVoice Office 250/Mitel 5000 / Re: rolling incoming calls from one hunt group to another if no agents available

« on: November 01, 2017, 12:23:47 PM »

That's great info, thanks DND ON. I have removed the Overflow to the second Hunt Group, hopefully fixing some of that funky behavior. I did try to mitigate the effects of the call going to the back of the line in the second hunt group, by making it a max priority hunt group with every agent a member, so the "Recalled" call goes to the first available agent on the floor.

I'll definitely research the extension lists and linear routing, I've seen those terms when I'm poking around the switch but didn't realize they might be applicable here. Our agents don't have assigned seats, so routing by extension might not be an option but I'll definitely look into it. Really appreciate the advice!!

2

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.

3

MiVoice Office 250/Mitel 5000 / Re: ring an extension after hold time exceed xx:xx

« on: April 11, 2016, 01:05:42 PM »

Make "chime" the Recall destination. What do you want to happen to the call after the bell rings?

Well, the ideal would be that the call retains its priority in the hunt group queue after ringing the chime. My fear (having very little experience with this) is that if I make "chime" the recall destination, the call would just sit there on "chime," requiring that an agent answer that extension ... even if I redirected chime back to the hunt group, would the call then lose its priority in the ACD?

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MiVoice Office 250/Mitel 5000 / ring an extension after hold time exceed xx:xx

« on: April 11, 2016, 12:10:30 PM »

Greetings all,

We recently installed a Mitel 5000 switch at our incoming call center and I'm relatively inexperienced with it ... does anyone know how I can have the switch ring an extension after a call has been holding for a certain amount of time?

To explain, we have one extension (nicknamed "chime") that just causes a bell to ring on the call center floor. I would like to ring "chime" whenever a call has been holding for 60 seconds or longer (we monitor phones for emergency situations and I want our agents to be aware as soon as we are starting to get long hold times). Do you guys have any ideas? Thanks in advance for your time ...