How do I make sure that any calls forwarded around my site are handled effectively?

Use 'Series Completion'. It's like a hunt group, but different.

You can create a ‘call forward on busy chain’ that searches for a free line from a specified list of agents. When a call finds that an agent on the list is busy, the call overflows to the next agent on the list until it finds a free agent or reaches the end of the list.

Hunt groups distribute calls evenly and to specific numbers.

How do I set it up?

  1. Login to the BT Cloud Voice portal
  2. Select the ‘Sites’ menu
  3. Select your site
  4. Select ’Features
  5. Select ‘Series Completion’
  6. Click ‘Configure
  7. Click ‘Add’ and select the users you want to add to your ‘busy chain’
  8. Click ‘Save’ when you’re through

Anything I should know?

Yes, there's a few characteristics of Series Completion that you should be aware of -

  • An agent’s own ‘busy’ settings will override Series Completion
  • If all agents are busy, callers will get an engaged tone
  • Series Completion overrides any ‘Do Not Disturb’ you may have on any of the numbers in the series
  • You must turn off Call Waiting for all of the agents in the series


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