The problem: Calls to the number correctly go to "300 Main N" but that Hunt Group rings for 20 seconds, not 11 seconds. It then correctly overflows to "930 All N" where the call only rings for 9 seconds before falling back "300 Main N" and then continues to loop.

Setup:
We have an IPO 500 system with an ISDN number coming in on line 30. The Destination for this is Hunt Group "300 Main N" with the Fallback as "930 All N"

Hunt Group "300 Main N" has two users in the Collective Ring Mode. Voicemail is Off and the Overflow time is 11 Seconds overflowing to "930 All N"

Hunt Group "930 All N" has 10 users in the list including the two from the "300 Main N" list. Voicemail is Off and the Overflow is Off.

The Voicemail is embedded. The handsets are IP 1608 phones. The system has had a reboot with no change.

HELP!
Why is this doing this? What am I missing? I can't work out why the first Hunt Group rings for 20 seconds instead of 11 seconds and why the second Hunt Group drops back after 9 seconds rather than continuing to ring until answered?

Any help or suggestions?

Many thanks,
Matt

It will ring each handset for the no answer time first, if that takes longer than the overflow time then that's what happens, make the no answer half the overflow time

Thanks for replying!
The Default no Answer time is 10 Seconds for everyone and everything.

300 Main N HuntGroup
No Answer Time: 10
Overflow time: 11

930 All N HuntGroup
No Answer Time: 10
Overflow time: None

So if I have understood you correctly the first hunt group should be ringing for 11 seconds as this is higher than the no answer time? In that case it isn't the No Answer time which is causing trouble?

Set the overflow time to 10 secs or the no answer to 11 and then retest.

| ACSS SME |

Ok I have done that:

"300 Main N" did ring for 11 seconds before moving onto "930 All N" which means that it is using the No Answer Time rather than the Overflow time. I have tested this with 15 Seconds as well and the same happened.

I also set the No Answer Time on "930 All N" to 15 Seconds, but this group still only rung for 11 seconds before dropping back to the first Hunt Group "300 Main N". Overflow Time is set to Off so it shouldn't be doing anything other than ringing right?

Slowly getting there. We have another IPO 500 system which is set up in the same way, except that does seem to work properly. Strange.

Reboot it, if that doesn't work hit it with a brick/BCM 50

Right, I rebooted it, and that didn't make any difference so as suggested I hit it with a Brick.

The problem has now escalated. It won't turn on. Any ideas?

Na I joke! but really the reboot didn't make any difference.

Sounds like a bug to me.
What is the software version of the IPO?

BAZINGA!

I'm not insane, my mother had me tested!

I am running IP Office Manager R5 (15) but not sure what the version is of the actually IP Office unit. How do I tell? I know I can't upgrade to R6 as this costs.

Once the no answer timer has started it cannot be interrupted even by the overflow timer thus your overflow time must be an increment of your no answer time.

If no answer=10 and overflow=15 then the call will overflow at 20 seconds (15-10x2)
If no answer=15 and overflow=20 then the call will overflow at 30 seconds (20-15x2)
If no answer=10 and overflow=20 then the call will overflow at 20 seconds as 20 is an increment of 10

Kyle Holladay / IPOfficeHelp.com
ACSS/ACIS/APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

Kyle, even when it is a collective group???

BAZINGA!

I'm not insane, my mother had me tested!

That's all very well, and does make sense, but the second Hunt Group which the call drops to "930 All N" has a No Answer Time of 15 and an Overflow Time of 30 Seconds
So:
If no answer=15 and overflow=30 then the call will overflow at 30 seconds as 30 is an increment of 15. This isn't happening. It's overflowing at 10 seconds.

???

It would seem that under normal circumstances that what you have said would be the case, but it would seem that there is something else effecting it. Either that or someone else has said there is a bug in the system somewhere.

rider - the overflow time of the second group is irrelevant as it uses all of the timings from the first group.

| ACSS SME |

Really! O! Didn't know that! Obviously!

Well that's kinda of pointless. I'll explain:
We have phone calls which come through to Reception "300 Main N"
The idea is that if they don't answer within 10 Seconds (busy, not at their desk etc) then the call is passed onto all phones in the office "930 ALL N" until someone finally answers.

If the call keeps dropping back to the reception after 10 seconds, then this is no use to anybody!

We can't really increase the initial ring time, because if the receptionists are busy, there busy. So is there not a way around this?

Stupid Avaya

Thanks Pepp :) I'll try it out later.

Add the overflow group to the overflow list multiple times so that it tries it once, then twice and then three times, etc, etc before returning to the main group.

| ACSS SME |

OK Done that. Didn't work :S

"300 Main N" > 10 Seconds > "930 All N" > 10 Seconds > "932 All N 2" > "930 All N"

This is how it is now setup. It should continually loop ringing all phone until either the caller hangs up or someone answers.

Instead it is still doing the same as before.

"300 Main N" > 10 Seconds > "930 All N" > 10 Seconds > BACK TO THE START "300 Main N"

AGHHHH!!

http://s1159.photobucket.com/albums/p638/firedefence/IPO%20500%20Overflow%20time%20being%20ignored/

Sorry took so long! (A whole day!) I have uploaded three pictures, one of each Hunt Group.

Originally there was only two Hunt Groups but a Third one was created yesterday after Pepp77 suggestion

You are doing it wrong.

Your main group has an overflow group
That overflow group has an overflow group too.

Now i asume you want the main group to overflow to the second group and then to the third group.
This won't work.
You need to put that group in the the main group overflow list too.

When this is not what i think it is then it is ok.

You need to change your no answer time to 10 seconds too.
So let me know if you want those two groups as an overflow group or not, it makes it more clear to me.

BAZINGA!

I'm not insane, my mother had me tested!

OK This is what I am trying to achieve:

Phone calls come in to the "300 Main N" Hunt Group. If no one in this Hunt Group Answers the call within the initial 10 Seconds, than the call goes to "930 All N" Hunt Group. At this point the call should continue to ring this group until either someone answer the call, or the caller hangs up.

"932 All N 2" was simply set up to test something but doesn't need to be kept.

Is that more clear to you? So what else do I need to change to make this work apart from changing the No Answer Time to 10 Seconds?

I feel were making progress!

I would set the no answer time on 10 seconds too.
If that fails then try changing the group name and don't use spaces (another bug that shows up once in a while)
If that fails delete the groups and build new groups without spaces in the name and use different numbers.

BAZINGA!

I'm not insane, my mother had me tested!

I am fairly certain on collective groups I have never run into issues with the overflow timer and no answer needing to be increments of it, but bugs are common thses days, in my initial post I hadn't realised it was collective

I have never had issue either but that does not mean that the bug is not there

BAZINGA!

I'm not insane, my mother had me tested!

I have for now removed the N from the end of the Hunt Group Names.

So First Hunt Group:
300 Main
No Answer Time 10 Seconds
Overflow 10 Seconds

Second Hunt Group
930 All
I want this group to ring forever. So what do I set as the No Answer Time and Overflow time?

Your only option is to add the group 20 times or so in the overflow group list.
It will always follow the timers of the first group so by adding the group multiple times it will stay there for x times the timers.

BAZINGA!

I'm not insane, my mother had me tested!

Is how I would do it.

| ACSS SME |

:O Thanks tlpeter, and Pepp

Right I may have mis-understood that from an earlier post. I didn't realise that you needed to add all the overflow groups to the first Hunt Group, or that you could add the same Hunt Group repeatedly!

I have now done that and it does now work!

Legends!

We have another system in our Head Office which was set up the same but it was never a problem so I assumed it was the correct way to set it up. Turns out that its just down to the extra number of staff which means the call is always answered in time anyway. I may re-visit that system and correct the timings on it.

Many thanks for your help. I guess on this occasion it wasn't a system fault or a bug but more a user error. Either way I have learned something from it! Generally, I'd say the system works rather well seeing as I set it up all my self :)

Again many thanks

I have counted 4 versions where the overflow timer on a collective group is impacted by the no answer timer, call it a bug. In that there is no real point in having the no answer time NOT be an interval of the overflow timer it is just best to make that standard practice.

Kyle Holladay / IPOfficeHelp.com
ACSS/ACIS/APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

Also set your timers closed to IPO ring cycles. say 2 or 3 seconds / ring cycle.

Also - the view you have it in makes life hard (for me) change it to the three pane view - the button next to your ! button.

Also the way Pep shows there is the correct method and what Kyle says makes sense and you then sort your times out in your head easier later.

ACSS - SME
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