hunt group backup for workgroup call center

[pk2007]

We have 24/7 call center with dedicated 800 number (not our main number) and Shoretel 8.1 with Workgroup. That 800 number is answered by AA and after that customer has an option to leave a voicemail or stay in queue.

Can we make setup that in case of our Shoretel director server is down – all calls will be going to backup hunt group.

I was told by our dealer that it can not be done.

What kind of redundancy Shoretel is offering on the shoregear switch side?

[Palitto Consulting]

You should be able to point all your calls at a workgroup, then have the backup extension for this workgroup set to a hunt group. Since hunt groups are controlled on the switch, there should be no problem with this setup (in fact, we do it here at our office).

[pk2007]

That is exactly what I was thinking – We have the same setup – workgroup and backup hunt group with the same extensions. Btu our dealer claiming that because we use AA to answer our workgroup they can not setup failover to backup hunt group if the server goes down

Is it true statement? If not where I can set it up? I have full access to shoredirector

Thank you

[gberkemeyer]

Have your 800 number route to a dummy workgroup with no agents that always forwards to your AA. Then set your backup hunt group on the dummy workgroup.

[Jason Learmouth]

Have your 800 number route to a dummy workgroup with no agents that always forwards to your AA. Then set your backup hunt group on the dummy workgroup.

Exactly, I always route an AA call through a WG like this for just that reason. Both Workgroups and AA are dependant on the server so it is highly likely that a failure on the server will take out both and calls will be routed to the WG's backup extension - the hunt group.

[pk2007]

thank you for reply - it should work - any downsides of this setup? will I get accurate reports for my main WG with this setup?

thanks again for your help