jmilikow

Thanks in advance for your help. I have only about 1 week of expererience with IP office and I have a critical issue that I need to resolve:

I'm trying to set up a huntgroup that will forward the caller to an offsite number (cell phone) if either:

1. The person is in the queue for too long
2. None of the huntgroup members answer the phone
3. None of the huntgroup extensions are available

Some of the huntgroup members are working remotely over a VPN.

I would like to have the remote huntgroup member (an on call person) be able to have their extension ring and give them a chance to answer before the call is forwarded to their cell phone.

condition #3 is critical. I have noticed that my remote extension has been logging itself out every so often and I'm not sure why. Perhaps this should be a separate thread?

Thanks for your help.

koelemon

Pretty simple really, create a second hunt group with a single user in it. That user needs to have forward unconditional on and in their user form, put 9 and the cell phone number and also check forward hunt group calls. Next, make them a member of your new hunt group then make that new hunt group an overflow group for your main group that has the actual agents in it. It would not be a bad idea to give your secondary overflow group voice mail in case the forwarding does not go through at certain times (busy, etc.)

As far as the person being logged out by itself, are we talking actual hunt group log out or losing remote connectivity?

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jmilikow

We loose connectivity for a short period of time and the phone seems to log out. It gives a message that the extension is in use and I have to log in again.

As for the hunt group, I can't get the group to overflow if their are agents available in the hunt group that do not pick up. Is is necessary to have all the agents busy or logged out of the hunt group in order to overflow? I would like to keep agents logged in (we use group hunt type). Otherwise, If someone forgets to log out of the hunt group, I won't have any calls go to the cell phone.

Thanks again.

Cephas

If you're using group distribution, then instead of using a hunt group at all, give everyone in the current group a User button for a phantom extension, then cover that phantom extension to everyone from the group. This will cause calls directed to the phantom extension to ring at the particular button on all the phones (like a coverage key on magix). The beauty of this arrangement is that you can then set the call forward on no answer for the phantom extension to your cell phone. Now simply direct incoming calls to the phantom extension instead of your hunt group. No in-queue messaging but sounds like your callers would never have gotten it anyway.

Cephas