Hunt group

[alxmrt]

Is it possible to setup a hunt group (i.e. extensions) that when a new lead is input to the system that it rings on all the extensions within the group and then proceeds to dial it the second one of the extensions is picked up?

I tried looking through the manual etc and could not find any info on it.

Thanks

[mflorell]

Could you explain in more detail the entire process of how you are wanting this to work, including the "when a new lead is input to the system" part?

[williamconley]

If I understand ... you want to have the ability to add a lead to the system. Then (based on that "new lead available" concept) you want the system to call your agents one at a time until one answers ... and when one answers, initiate a call to the lead from the agent. Yes?

Present functionality is similar with the latest version:

Any agent who is available signifies by LOGGING IN. After that, any lead added to the system will be dialed immediately and connected to an agent. Obviously this ties the lead to the phone in question. There is the option of "On-Hook Agent", but that risks the lead being put "on-hold" awaiting the 2nd or 3rd agent to answer.

[alxmrt]

Our new lead is transferred from the crm via a perl script and inserted into the list. It also is placed to the front of the hopper.

I just want it so when a lead comes over the extensions ring and when someone picks up it then dials

[williamconley]

Present functionality is that the agent would need to log in to a campaign for this to happen, and the call to the agent is then already done. Otherwise, the system will wait until the LEAD picks up to dial the AGENT via "On-Hook Agents" option.

Does sound like a great feature request. You should put it in the Issue Tracker (and perhaps request a quote).

[striker]

i think it can be done using the remote agents setup
just an idea clicked in my mind , if it is wrong forgive me!!!!!!!!


in remote agent in the place of external extension put a number can be dialled in default context say 989898

in extension.conf under default context

exten => 989898,1,Dial(SIP/100&SIP/101&SIP/102)
exten => 989898,2,Hangup

but you wont get that normal agent screen , instead of that u will get a remote agent screen it will little useful in disposition.

[mflorell]

The problem is there is no agent awareness in your method. How does the system know there are agents available? What is to stop it from trying to place calls when everyone is on lunch? Should the phones just constantly ring until someone eventually picks up?

[striker]

oops bad idea


hi mat i didnt think in that way , just posted blindly
which clicked in my mind.
thanks for pointout on this

[mflorell]

I wasn't singling out your idea striker, more the general idea that alxmrt is proposing.

Remote agents would not work because he wants the agent to pick up before placing the outbound call. There is actually nothing within ViciDial currently that provides for this kind of functionality, it would have to be added as a new feature in some way.

[striker]

my mistake

i have wrongly understand the alxmrt posting and matt's post

just discard my posting for this topic.

[williamconley]

Actually, it demonstrated your knowledge of the system, nothing wrong with that. It's good having lots of in put when new users are looking for ideas. Even if they get info YOU think they can't use, you never know when something like that will cause a user to figure out a way it WILL work for them. Never hurts to contribute. Especially since you are usually "spot on" as it were.

[KDell]

I wasn't singling out your idea striker, more the general idea that alxmrt is proposing.

Remote agents would not work because he wants the agent to pick up before placing the outbound call. There is actually nothing within ViciDial currently that provides for this kind of functionality, it would have to be added as a new feature in some way.

Is there any functionality for an agent to grab leads out of the list? I know we can grab inbound calls. Or a manual dial campaign with lead preview, leads only set to new perhaps?

Both would require the agents to be on top of things and consistently refresh/attempt to dial when they are available though.

[mflorell]

If you are in MANUAL or INBOUND_MAN dial mode you can just click DIAL NEXT NUMBER to check for new leads in a situation like that. You can also enable the feature that shows the number of dialable leads in a campaign, so you know to click on the dial button.

The solution to use really depends on your business goals and the number of leads and agents, how long the pitch is and what the call volume is.