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Busy-on-Busy Feature


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Customer's Requirement:

If one of the Member of a Hunt Group is busy, the Hunt Group should be busy.

 

Situation:

Small company. Only one staff at the moment available, walking around the business area. On external calls, some extensions should ring (office, warehouse ...). This is done with setting up an agent group forwarding the call to a hunt group (not all extensions are ringing immediately, but in different stages). If a call is answered and a second call comes in, hunt group should be busy until the first call is finished and (this) next call is forwarded out of the agent group queue to the hunt group. If the hunt group wouldn't get busy in this situation, 2nd caller would ring on all the other remaining phones and could get the impression no one is available, because no one answers the ringing phone. Even if I set "caller gets MOH until call is answered" the staff gets crazy if all the other phones are ringing while talking.

 

Insufficient solutions:

Registering all these phones on the same extension. Problem: All extensions would ring immediately at the same time (warehouse phones should ring delayed, so in normal situation office staff pics the call first before they begin to ring).

 

Best regards,

 

Lucas Hummig

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Customer's Requirement:

If one of the Member of a Hunt Group is busy, the Hunt Group should be busy.

 

Situation:

Small company. Only one staff at the moment available, walking around the business area. On external calls, some extensions should ring (office, warehouse ...). This is done with setting up an agent group forwarding the call to a hunt group (not all extensions are ringing immediately, but in different stages). If a call is answered and a second call comes in, hunt group should be busy until the first call is finished and (this) next call is forwarded out of the agent group queue to the hunt group. If the hunt group wouldn't get busy in this situation, 2nd caller would ring on all the other remaining phones and could get the impression no one is available, because no one answers the ringing phone. Even if I set "caller gets MOH until call is answered" the staff gets crazy if all the other phones are ringing while talking.

 

Insufficient solutions:

Registering all these phones on the same extension. Problem: All extensions would ring immediately at the same time (warehouse phones should ring delayed, so in normal situation office staff pics the call first before they begin to ring).

 

Hmm. What if we just introduce a setting that says "maximum number of connected calls" in a agent group? In the above example, set it to "1" and then that poor guy who is on duty can work without phones ringing around him.

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Hmm. What if we just introduce a setting that says "maximum number of connected calls" in a agent group? In the above example, set it to "1" and then that poor guy who is on duty can work without phones ringing around him.

Exactly! That's the way I would resolve this problems with some traditional PBX's (Panasonic, AGFEO). Does anybody know if this is on a feature-list for future releases?

 

Regards

 

Lucas Hummig

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