jlieb

I need to preface this with a disclaimer that I am ONLY doing what I am told MUST be done by the higher-ups. If I had my way, the people responsible for taking certain types of calls would all be located in the same office. With that said....

We have people in two different offices on two different phone systems. Office A is on an old Siemens 9751 and Office B is on a newer Definity IP system. We have a few departments with people in both offices but there is one department that is insisting calls be shared back and forth between the offices.

Here is what I have set up so far...

Office A has an ACD group that receives a particular client's calls. If no one in the ACD group is available, the call goes off-site to a hunt-group in Office B. (ACD has not been purchased for Office B.) If no one in the hunt-group in Office B is available, the caller waits listening to an occasional recording asking them to please hold.

Here is what they want....
Instead of making the caller wait for someone to become available in Office B, they want the caller to come back to Office A to a yet-to-be-created group (probably will be hunt) to find an available person here. If no one is available, the caller should just end up in VM.

My problem is how to get them back to Office A if no one in the hunt group is available.

I admit I am new to Definity and have little formal training, but from what I read a vector would work - except I have been told we don't have that option enabled. I even tried setting it up, but it wouldn't work.

Any help would be greatly appreciated.

martinyoung

I see two possibilities. The best one would be for the Siemens to hold on to the call until it gets a positive answer in the Definity, if there is no answer it will pull the call back. In the Definity this is called Look Ahead Interflow. I know nothing about the Siemens so I cannot help with it.

The other choice is to set a coverage path in the Definity hunt group. Type "list cov p" and make note of a coverage path that is not currently being used. Now type "change cov r" and on a vacant line enter the number you want to send the calls to. Let us say you found coverage path 10 unused and you entered the return number on line 20 in the cover remote screen.

Now type "add cov path 10" and go down to the line "Point 1:" and enter "r20" without the quotes. Now type "ch hunt <group number>" and put 10 in the coverage path line.

If this hunt group is used by other people besides the transferees from the Siemens, all their calls will also be sent to this coverage path destination.

__________________
Marty
Retired Avaya DSIC tech

PBXtech.info

 

jlieb

Marty,
You are DA BOMB! It worked perfectly! Of course, as usual I used my phone number for testing purposes. And no sooner had I set it up, I received a client call intended for that department. So, once I sent her on to someone who could help her, I create a hunt group and changed the number to route correctly and all is well in phone routing land!

Thank you SO much for that quick help!

martinyoung

Glad I could help.

__________________
Marty
Retired Avaya DSIC tech