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It would be useful if there were a way of defining re-usable lists of numbers that can be used in a hunt group in a similar fashion to a queue, however these groups would not consume the call but allow the call to flow through the hunt group.
For example I have 10 'Support Mobiles' which should be called out of hours, and a collection of 'Support Staff' who should be called during working hours. Without groups I would need to define lines in the hunt group for each support mobile, one line for weekends 24/7 and another for weekdays out of hours. I then need to define lines for each of the members of the support team for calling them during office hours. If I then want calls to fall-back to ringing the support mobiles during office hours I have to create a set of lines for these too, and if I then want to define that Manager phones should be rung after all else has failed then I have to define lines for these as well.
This means that my hunt group will be 50-60 lines long, and I with several hunt groups all of which need to perform a similar task this quickly becomes unmanageable.
My proposed solution is to allow some way of defining lists of numbers that should all numbers are called at the same time, but this list should not consume the call & allow the hunt-group flow to continue, then I only need to create a single line for each pattern in the hunt group.
Simplifying the creation of complex hunt groups
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Official
Response
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EMPLOYEE
I’m
happy
Hi,
Following your feedback we implemented changes to how hunt groups work this morning. By default from now on if you add a hunt group inside a hunt group then the call will not be consumed. This makes managing complex groups much easier.
If you actually want the second hunt group to take over the call, we have a 'terminate call flow' option.
Any existing hunt groups you have created will not be affected and will continue to function as before, as we have automatically configured these with the "terminate call flow" option selected.
A full help guide can be found here - http://www.gradwell.com/support/kb/ar...
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Hi Guy,
A potential solution for your problem is to create separate hunt groups for each group that you need. You can leave the time and date settings on these as default.
Then create a master hunt group, add the groups you've created as necessary and tweak the time and date settings.
This will effectively clear up some of the confusion that 50-60 lines of hunt group members create! You can of course add your groups more than once if you need to.
The master hunt group can be used to control time and date settings, and any sub-groups are used to control membership.
I hope this helps!
Robert -
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TY Robert ... I'm fairly sure we tried that before, but I'll give it another go and see what happens.
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PS: IIRC the problem with using hunt groups within a hunt group was that the call was consumed by the group and the queueing code wasnt able to back out of the one group and return the the outer group.
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EMPLOYEE
I’m
confident
Hi Alain,
You are correct regarding hunt groups within hunt groups, and the behaviour where they answer the call and stop the flow from continuing in the 'outer' group. You could still use groups within groups to some extent, if there is no conflict like this, for example if there is only ever one active sub-group of the outer group, based on the time of day rules. However if you have multiple sub-groups you want to call either sequentially or simultaneously, sub-groups will not work by default.
We do have some experimental settings which we could apply to your inner hunt groups to disable the behaviour of answering the call immediately. If you would like us to do this, please raise a support incident - specify the groups you would like configured, and please also mention this URL and my name so it gets to the right place.
thanks,
Ben -
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Sounds like the experimental settings are the way we want to go forward, since we do need the flow to continue using multiple groups (the outer groups will only ever contain multiple inner-groups, never single people)
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Hi,
Did these settings help at all? If there's anything else we need to do to help with this, please let me know.
thanks,
Ben -
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EMPLOYEE
I’m
happy
Hi,
Following your feedback we implemented changes to how hunt groups work this morning. By default from now on if you add a hunt group inside a hunt group then the call will not be consumed. This makes managing complex groups much easier.
If you actually want the second hunt group to take over the call, we have a 'terminate call flow' option.
Any existing hunt groups you have created will not be affected and will continue to function as before, as we have automatically configured these with the "terminate call flow" option selected.
A full help guide can be found here - http://www.gradwell.com/support/kb/ar... -