Hunt Pilot with Extension Mobility

[ricky-ho]

I have a hunt pilot (xxx4) with Queueing enabled. It has a single hunt group. Also a single line group on the Hunt Group with a list of extensions assigned to each of our agents.

Each agent's device profile uses the same DN for line 1 (xxx5), and uses the agent's unique DN for line 2 (74yyy).

If the agent makes an outbound call using line 1, the hunt pilot does not recognize this agent as busy, and will route inbound calls to the agent. This is defeating the purpose of the queue - we want the caller to remain in the queue until the agent has finished with any call; inbound or outbound.

Is there a solution to this?

Should I remove Line 1? If the agent makes outbound calls on Line 2 (the unique DN that is on the Line Group), will the Hunt Pilot recognize that the agent is "busy"?

If the answer is yes, would I be able to transform the agent's DN so it's the same number as the Hunt Pilot? Then end users will not see the different DNs for each of the agents when agents call them, but instead will see the Hunt Pilot number.

[Roger Kallberg]

Shared number with queues is typically not a working solution. I would suggest that you keep the individual number on each of the line group members and see if that provides a better call state detection. On your question if it’s possible to transform the calling number to show as call is coming from the hunt pilot, yes that is possible. There are a few different ways to accomplish this. One is to pass the call via a translation pattern and change the calling number with for example using External Number Mask set on the directory number. Another option is to use calling number transformation pattern.

[Maren Mahoney]

@Roger Kallberg I think you misread the post. They are saying that the unique agent DN on Line 2 is the one in the Hunt. Line 1 is the shared line for non-hunt calls.

Maren

[Roger Kallberg]

AFAIK the hunt pilot functionality would not know about the status of shared lines and that’s what I read into this from the OP, “Each agent's device profile uses the same DN for line 1 (xxx5)”. Maybe I did misread something, but regardless shared lines is typically a no go with anything related to any type of agent.