Random Hunt List - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

dbrowder · 10-20-2006, 01:19 PM

Hi, we have a small call center with around 6 users. Right now they're in a hunt list so they always receive calls in order, unless someone is busy or the phone is in DND.

Is there a way to make the system hunt randomly to this group, or do a round-robin so each incoming call will always start with a new person - this is to distribute the call load more equally.

Or is this what an ACD queue is for? I haven't done anything with that yet, I'm still learning.

Thanks for your help!

PP · 10-20-2006, 04:21 PM

for a hunt pilot number you will need the latest software, what release are you running

Mercury_Storm · 10-20-2006, 04:24 PM

Ok there are a few options for this. Will do this as simple as possible

<cr> is enter.

#1: Change The Group Hunt Setting:

In LD 57, Print out the FFC (Flexible Feature Codes), and under CODE, use PLDN. This will print a list of "Pilot DN's" that have a group hunt associated with it.

LD 57
REQ: PRT
TYPE: FFC
CUST: 0
FFCT: <cr>
CODE: PLDN

Now Find your PLDN that matches up to your group hunt list. Now you need to change this HTYP on the PLDN.

LD 57
REQ: CHG
TYPE: FFC
CUST: 0
FFCT: <cr>
CODE: PLDN
PLDN xxxx

Now Find HTYP, and change this from Linear (LIN) to Round Robin (RRB).

#2 : ACD Groups:

ACD Groups will route the call to the "Longest Waiting Agent" This is the person logged in the longest and ready, without taking a call. You would need to check if you have ACD agents in your license, and if so, you would need to configure an ACD Q for the agents, and add each of these phones to that ACD Q. If this is the choice you want, post back and one of us will assist with configuring the Q.. im sure

A bit hard for me now, with no system near by!

Mercury_Storm · 10-20-2006, 04:26 PM

PP, wouldnt necessary require the latest software? I've had PLDN running on 23.47..

dbrowder · 10-20-2006, 04:30 PM

Whoops, should have included that. This is an 11c with rls25.40

Mercury_Storm · 10-20-2006, 04:49 PM

Then you will most likely have a PLDN configured for your hunting, have a look at the configuration for RRB and see if that helps you!

dbrowder · 10-20-2006, 05:21 PM

Thanks for the info, when I try to list the groups I get "Package is not equipped"

I guess that's probably why it was never setup in the first place.

PP · 10-20-2006, 05:28 PM

Then Your Only Option Is Acd, If You Have Call Pilot Or Meridian Mail You Have The Basic Acd. But You Will Need To See If You Have Agents Available Go To Ld 22 And Do A Slt To See If You Have Unused Agents

dbrowder · 10-20-2006, 05:33 PM

we have 300 ACD Agents available and 300 left. Not to mention 283 ACDN's and a whole boatload of telephones.

Interesting info, I think we may have been oversold - or whoever bought this thought we would grow a lot fast

I'll read up more into using ACD. Thanks for the help.

Mercury_Storm · 10-20-2006, 05:37 PM

Once you get the hang its easy!

Shout if you need any help setting up the ACD Q's.. Remember that Key 0 HAS to be your ACD Q, and cannot be used on any other key!

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