I think i have a simply question, but can't solve it by myself.
I have a 7940 device with mobility extension. The profile of the mobility extension user has configured 2 seperate incoming line buttons. The first line is the direct line of the device and de second line is a line from a Hunt group.
If the user is busy with 1 line, the device have to go in busy status voor the second line too.
At the moment the user has a call and there is a second call coming in on the second line, but after a while the call on the second line fallback in the system and choose another Agent.
But voor the first agent is this a missed call. In this case the agent have many calls in the stats...
I hope u can understand my problem, it wasn't easy to write is
thx a lot !
Don't worry my friend, this makes perfect sense.
The problem as you have noted, is that a Hunt config does not look at whether the
phone is busy it only looks at the line/DN/extension that is part of the line group
to see if it's busy or not before routing the call. If you are busy on a secondary line
the Hunt Pilot/Hunt group/line group does not take this into consideration.
So you really only have two options;
1. make the number on the phone that the person uses for calling incoming/outgoing
the same as the number listed in the Hunt config
2. use the Hunt group login/logout procedure to make the person unavailable when necessary
Thx for your time. It brings to another idea. If i turn of the "Log Missed Calls" checkbox from Line 1...Maybe with this feature is it possible to do not recognize missed calls on this lines in the statistics...
Thanks for reading