Diverts

[Pooja Ramchurn]

Hi everyone
Please see attachment.Can this setup be made? If yes can someone explain it to me? I've tried the divert on busy/on no reply but i cannot manage to integrate the case where the phone is busy and the call gets diverted directly to the trainee.
Thanks for your help

[patmul39]

You might be able to achieve what you require but I need some clarifications first:
1 - Is the CSR phone in a hunt group?
2 - Is the call to the CSR a direct call to the phone or the group?
3 - Do you want these extensions in a hunt group?

[Pooja Ramchurn]

No the CSR phone is not in a hunt group
It is a direct call
how will it benefit me to have it in a hunt group? the clients calling them know their direct numbers. there is no hunt group number to call them.

[patmul39]

I suppose that CSR means Customer Service Representative - I would advise the client not to give them DDI's. By having a Hunt Group (or better still CCD) you can route calls to the first available CSR. If the customer insists to route calls directly to a station, you will have a very difficult time trying to overflow the calls as you have described in your call flow. In fact I doubt that you will not succeed.

[Pooja Ramchurn]

Hi
I had proposed the CCD setup and the grouping setup but they are against implementing such changes. Did small changes at the level of dynamic state of the user in the overflow associate set and it seems to be working as they wanted.

Thanks for your input.

Cheers