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Another workgroup question

Sep 12, 2017 05:48 AM PDT
David Lafferty
ARK Systems Inc
I have a customer that wants 19 phones to ring simultaneously when a call comes into the site. So I created a workgroup that has all 19 member in it and logged them in manually. The issue is that they want the calls to be answered by the person at the front desk when they are available. So when the front desk is on a call and another calls rings into the workgroup the front desk phone doesn't ring, all the others do. I have a feeling its supposed to act this way but I need to make sure before I tell them we are going to have to handle this a different way.

Sep 16, 2017 03:16 PM PDT
Doug Smith
Black Box - Norstan Communications
David, You want incoming calls to ring the "Front Desk" first and if the "Front Desk" is busy or no answer after a set number of rings (say 2 rings) it needs to also ring the other 18 members?

You can do this a couple of different methods.

Method #1 (OverFlow) ~Route incoming call to "Front Desk WG" (Operator Extension is only member). ~"Front Desk WG" is set to Busy/No Answer after 2 rings to a different workgroup "Front Desk Overflow WG". (All 19 Extensions including Operator Extension are members)

Method #2 ~Route incoming call to "Front Desk WG" (Operator Extension is only member). ~Program a "Monitor Extension Button" to monitor the "Front Desk WG" (on the other 18 extensions). Make sure when setting up the button set it to ring after 2 rings.
Sep 19, 2017 09:42 AM PDT
David Lafferty
ARK Systems Inc
Doug, What they actually are expecting is that if the front desk is on a call and another call comes in they can put that call on hold and answer the next call. My issue is that if its a workgroup and you are on a call your phone will not show the next call coming in, makes sense actually. I am hoping a huntgroup will act differently but I am not sure. I am thinking about sending all calls directly to the front desk, no workgroup or huntgroup and after 2-3 rings then forward to a workgroup with all the other members. This way as long as the front desk has multiple call appearances it will show a call even when they are already on a call... that should work.
Sep 21, 2017 06:31 AM PDT
Carlos Coffey
Communication Planning Corporation
Yes, you can receive multiple HG calls as opposed to one call at a time in the WG.
Sep 22, 2017 07:04 PM PDT
Don Bernstein
Communique Sales Company Inc
I concur - WG's will offer a member only 1 call at a time (and only if their phone is idle (not on anther call OR on hold with another call). Otherwise, WG logic is to queue up for that WG and offer the call to the next idle phone. HG logic is that if will offer a second call (if allowed in HG programming) while even on another call - unlike WG's. Max of 16 simultaneous calls right is a limitation on both HG and WG's thought. WG's can have up to 254? members on an enterprise level system but not ringing simultaneous - agents must be distributed and logged in/out.

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