We are trying to implement an inbound route that allows an incoming call to be answered by either of two agents which we have implemented using a hunt group. If both agents are busy, we want the incoming call immediately to drop to a IVR otherwise, we want both agents phones to ring 5 times and then drop to the IVR if neither of the two agents can answer. The only problem we have is how to get the call to drop to an IVR if both agents are busy. Can this be done without custom code? If not coding ideas?
Daniel Haanpaa
Submitted by eeman on Fri, 04/01/2011
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it will drop if both agents reject the call.. but in order for that to happen their phones both have to send back a "486 Busy Here" message. This usually doesnt happen if they have the ability to accept more calls.
one option is by eliminating call-waiting on the device, either on their main extension or a special extension assigned to another line key that can only have 1 call at a time.
its really no different than using a hunt list to call a large ATA bank like an Adtran TA908 that connects to a legacy PBX; where when line 1 is busy roll over to line 2 etc etc. To get it to roll immediately you disable call waiting on the ATA device.
other phones will send a 486 message when you hit the reject softkey on the incoming call.